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Senior Technical Support Engineer(IAM Support Engineer)

3 months ago

Bengaluru, India Ping Identity Full time

About the Company:

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

About the Role:

As a Senior Technical Support Engineer, you will help our customers troubleshoot PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits. The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Technical Support team are specialists in their field and responsible for providing an exceptional level of support. We operate a follow-the-sun, multi-site, model. We work with our partners and customers twenty four hours a day on services that affect both their workforce and customers. We help our customers succeed in the application, administration, and maintenance of their Ping solutions. You will report to the Support Team manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees. Team members work a varied schedule supporting our global customer base.

In this role there is an element of on-call, on rotation across the global team to ensure that response and resolution Service level agreements are met.

Responsibilities:

  • Reproducing customer problems internally, to enable the development and testing of a resolution
  • Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers
  • Conduct remote troubleshooting sessions with our customers to help resolve issues.
  • Manage customer expectations and ensure SLAs are being met
  • Communicate frequently follow up with the customer by phone, email, and internet meeting systems
  • Contribute to our knowledge base
  • Understanding our business processes
  • Be a mentor, sharing knowledge, on-boarding and supporting other Engineers.

Qualifications:

Minimum of 5 years of related experience with a Bachelor’s degree; or equivalent experience

Excellent understanding of how SaaS applications and supporting SaaS solutions operate

Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers

Single Sign On (SAML, OAuth, OpenID & WS-FED)

Multi-Factor Authentication (PingID, SecurID, DUO )

Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and Kerberos

Internet Protocols (HTTPS/SSL/TLS )

Networking including Load Balancers, Firewalls, IP, and DNS

Linux-based and Windows server OS management

Excellent communication skills and organization

Experience working in high-pressure environments

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.