Senior Technical Support Engineer II


Job title: Senior Technical Support Engineer II

Company: Ping Identity

Job description: At Ping Identity, we’re changing the way people think about enterprise security technology. With our Identity Defined Security platform, we’re helping to build a borderless world where people have total freedom to work wherever and however they want. Without friction. Without fear.

We call this digital freedom. And it’s not just something we provide our customers. It’s something that drives our company. People don’t come here to join a culture that’s built on digital freedom. They come to cultivate it.

We’re headquartered in Denver, Colorado, and we have offices and employees around the globe. And we serve the largest, most demanding enterprises worldwide, including over half of the Fortune 100. Because even in the most complex enterprise environments, security shouldn’t be a source of anxiety. It should be one of your greatest competitive advantages.

As a Tier 2 Engineer at Ping Identity, you will work at the second level of support for Ping Identity’s global customers using our products including PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits. Our Support team consists of accomplished engineers and we welcome new industry talent to join our Ping family.

The Global Support Organization is the foremost interface between Ping and our valued customers and partners. 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 to be successful in the application, administration, maintenance and tuning of their Ping solutions.

You will report to the Team Manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees.

Responsibilities include

  • Escalated customer engagements
  • Investigate issues and queries using the existing bodies of knowledge and test labs
  • Manage customer expectations
  • Communicate frequently and proactively follow up with the customer by phone, email and internet meeting systems
  • Actively participate in our community system (public facing Q&A)
  • Contribute to our knowledge base

Required Qualifications

  • At least 2 years of technical support with Ping Identity’s products.
  • Advanced technical proficiency with PingFederate and either PingAccess or PingDirectory

Demonstrate an understand of following:

· You can 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 etc)

· Lightweight Directory Access Protocol and Directory ServicesPKI, X.509 certificates & Kerberos

· Internet Protocols (HTTPS/SSL/TLS etc)

· Networking inc Load Balancers, Firewalls, IP, DNS

· Linux-based or Windows server OS management

· Experience creating and troubleshooting API calls

· Experience with programming or scripting languages

Our Benefits:

  • Open PTO
  • Parental Leave
  • Free Healthcare Option
  • 401(k) Match
  • Generous Holiday Schedule
  • Commuter Offset (Denver only)
  • Education Reimbursement

Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

Expected salary:

Location: USA

Job date: Sat, 30 Oct 2021 00:27:34 GMT

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