Senior Support Engineer

We are looking for a Sr.Technical Support Engineer with excellent troubleshooting skills to join the Global Support Organization at PingIdentity, providing outstanding support experience to our customers. 

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

You Will:

• Specialise in at least two of our product practices, develop advanced knowledge and serve as SME for our customers.
• Deliver excellent customer experience and exceed customer expectations on high-quality solutions, response and resolution times.
• Own and manage the support cases from Triage, and troubleshoot to complete resolution.
• Perform in-depth analysis to establish RCA for escalated/complex issues using troubleshooting best practices.
• Build and utilize lab environments/setups to reproduce issues reported by customers.
• Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction.
• Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles/documentation/solution guides (internal/external) following the principles of knowledge-centered service.
• Maintain technical proficiency to enable you to resolve highly complex issues reported by customers, through training and lab setups.

You'll Have:

• Bachelor's degree in information technology, engineering, or a related field.
• Minimum of 10 years of overall experience with at least 5+ years of work experience in IAM.
• Experience with modern authentication technologies like SAML, OAuth 2.0, OpenID Connect, WS-Fed etc. 
• Extensive experience with one or more Single Sign On, Access Management and MFA products.
• Experience supporting LDAP and/or Database products. Ex: AD, Azure AD, OpenDJ, PingDirectory, Oracle DB, MySQL etc.
• Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS.
• Experience working on Unix servers and Windows OS.
• Experience in DevOps deployments and cloud platforms like AWS or Azure.
• Experience with REST APIs, SCIM and debugging tools like PostMan, Fiddler, Wireshark etc.
• Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers.
• Understanding of network concepts such as DNS, TCP/IP, Firewall, Load balancers, GTM, LTM, Radius Server, Proxy, Reverse Proxy etc
• Excellent understanding of Identity and Access Management concepts and use cases.
• 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.
• Outstanding interpersonal skills and excellent communication - both verbal and written.