Technical Support Engineer

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

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.

As a Tier 1 Engineer at Ping Identity, you will work at the first level of support for Ping Identity's global customers using any of 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 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 Support Team Lead, and work within a tiered support structure. Ping has developed a career ladder for support to ensure there is growth potential for all employees.

Responsibilities include

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

Team members work a varied schedule, within North American hours, supporting our global customer base.

Required Qualifications

• Bachelor's degree in Computer Science or an equivalent degree, or
• Three years related experience providing technical support at an Enterprise level

You will demonstrate an understanding of

• How SaaS applications (Salesforce, Google, and others) and supporting SaaS solutions operate
• Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and application 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 or Windows server OS management

You bring with you desired technology Exposure / knowledge

• Containerized Infrastructure (Docker, Kubernetes)
• API Management (Postman, cURL)
• Linux-based or Windows server OS management
• Active Directory, LDAP-based directories
• Web-application servers (Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic)
• Identity & Access Management or Federation experience with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager
• User Provisioning (SCIM)
• Cloud Services such as Azure, O365, AWS

Our Benefits:

• Open PTO
• Parental Leave
• Free Healthcare Option
• 401(k) Match
• Generous Holiday Schedule
• Commuter Offset
• 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.

Salary offers will be based on the candidate's qualifications.