Ping Identity has an industry-leading suite of products centred around industry standards such as SAML, OAuth, OIDC, WS-Trust, FIDO, LDAP etc. Our products include SSO, IDAAS, Directory, MFA, CIAM and cloud identity solutions.

We are looking for a Sr.Technical Support Engineer with excellent troubleshooting skills to join the Global Support Organization at PingIdentity. Reporting to the technical support manager, you will be  responsible for executing service requests and providing product support to customers on cloud environments. You will work closely with platform engineering in ensuring that customer inquiries are addressed, and that the products running in the cloud environment are well-maintained, while being exposed to several technologies and practices, such as AWS, Kubernetes, and devops.

You will:

Deliver excellent customer experience and exceed customer expectations on high-quality solutions, response and resolution times. Manage and execute service requests for customers on PingOne cloud platform. Monitor and Administer PingDirectory, PingFederate, and PingAccess in a devops environment Provide communication with and between customers and other supporting teams across the organization Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles/documentation/solution guides (internal/external). Assist in coordinating and diagnosing issues with third-party tools used in customer environments Initiate and participate in incidents and root cause analyses as a product SME

You have:

7 years related experience providing technical support at an Enterprise level. Advanced Certification or minimum 2 years experience supporting at least 2 of the following: PingDirectory PingFederate PingAccess Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS. Experience working in a kubernetes environment Proficient in querying with tools like ElasticSearch/Kibana, Cloudwatch, Jira, etc. Experience with REST APIs, SCIM and debugging tools like PostMan, Fiddler, Wireshark etc. Troubleshooting web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers. Proficient understanding of change management Excellent team player, actively participating in a collaborative environment, assisting colleagues with complex queries and sharing knowledge with global team members. Advanced troubleshooting skills in a technical environment.