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Salary: USD 80,000 - 100,000 / annual
Ping Identity is seeking a Senior Technical Support Engineer to join its Global Support Organization, which operates a follow-the-sun model serving enterprise customers worldwide, including more than half of the Fortune 100. In this role, you will be a dedicated engineer for premium customers, responsible for providing exceptional technical support on Ping's cloud identity platform.
Key responsibilities include investigating and reproducing customer issues in lab environments, conducting troubleshooting sessions via phone and video conferencing, managing customer expectations and SLAs, contributing to the knowledge base, and mentoring other support engineers. You will work on a varied schedule to support the global customer base and participate in on-call rotations to ensure SLA compliance.
Required qualifications include a strong understanding of SaaS applications, web-based application troubleshooting (HTTP tracing, log analysis), and expertise in identity and access management protocols including SAML, OAuth, OpenID, WS-Fed, and JWT. You must have hands-on experience with LDAP, PKI, X.509 certificates, SSL/TLS, networking fundamentals (load balancers, firewalls, DNS), and both Linux and Windows server administration. Excellent communication and organizational skills are essential, as is the ability to work effectively in high-pressure environments.
Desired experience includes containerized infrastructure (Docker/Kubernetes), API management tools (Postman/cURL), web application servers (Apache, IIS, NGINX, Tomcat, WebSphere, WebLogic), identity federation platforms (CA SiteMinder, IBM IAM, Oracle Access Manager), SCIM user provisioning, and cloud services (Azure, AWS, Google Cloud). Frontend framework experience with React, Angular, or Vue is a plus, as is familiarity with PKCE and biometric integration.
