Ping Identity is hiring a Senior Technical Support Engineer

About the Role

Provide advanced technical support by resolving escalated customer issues, investigating problems using test environments and knowledge resources, managing expectations, and maintaining clear communication through various channels. Contribute to knowledge sharing and participate in on-call rotations as part of a global support model.

Responsibilities

• Support high-priority customer cases that have been escalated due to complexity or urgency
• Analyze technical issues and customer inquiries using existing documentation and internal testing environments
• Set and manage realistic expectations with customers regarding resolution timelines
• Maintain regular and proactive communication with customers via phone, email, and online meeting platforms
• Engage in public-facing community forums to assist users and share expertise
• Develop and improve internal knowledge base articles to enhance team efficiency
• Take part in scheduled on-call duties to provide after-hours support

Requirements

• Proficient with PingAM, PingDS, PingGateway, and PingIDM technologies
• Experienced in managing Linux and Windows server operating systems
• Strong understanding of SAML, OAuth, and OpenID Connect protocols
• Working knowledge of LDAP and directory services
• Familiarity with networking components such as load balancers, firewalls, IP addressing, and DNS
• Knowledge of PKI and X.509 certificate management
• Understanding of internet protocols including HTTPS, SSL, and TLS
• Skilled in diagnosing issues in web applications using HTTP tracing tools and log files
• Experience working with APIs, particularly REST and SCIM standards
• Proficient in scripting with JavaScript or TypeScript
• Experience using Xcode and Android Studio for development and debugging
• Familiarity with iOS development using Swift and Android development using Kotlin or Java
• Background in DevOps practices and deployment pipelines

Tech Stack

PingAM, PingDS, PingGateway, PingIDM, Linux server OS, Windows server OS, SAML, OAuth, OpenID Connect (OIDC), LDAP, Directory Services, Load Balancers, Firewalls, IP networking, DNS, PKI, X.509 certificates, HTTPS, SSL, TLS, HTTP tracing, REST APIs, SCIM, JavaScript, TypeScript, Xcode, Android Studio, Swift, Kotlin, Java, DevOps deployments

Compensation

The approximate compensation range for this role in Colorado is provided in accordance with the state's Equal Pay for Equal Work Act (SB 19-085). Final pay will depend on individual qualifications, skills, and experience.

Team

The support team operates under a follow-the-sun model with multiple global sites, enabling continuous customer support coverage across time zones.

Additional Information

• A defined career progression framework is in place to support employee growth within the support organization
• On-call participation is a regular responsibility of the role
• Support is delivered using a global, follow-the-sun operational model across multiple locations
• Salary range disclosure complies with Colorado’s Equal Pay for Equal Work Act (SB 19-085)