Technical Support Engineer II

As a Technical Support Engineer II at Ping Identity, you will work with the rest of the Technical Support team in an Intelligent Swarming based approach to solving tickets. Ping Identity's global customers could be 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 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 Support Manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees.

In this role there is an element of on-call, on rotation across the global team to ensure that response and resolution Service level agreements are met.

Responsibilities Include:

• 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

• Actively participate in our community system

• Contribute to our knowledge base (Knowledge Centered Support)

• Understanding of business process

• Manage customer expectations under high pressure situations

Required Qualifications:

• Bachelor's degree in Computer Science or an equivalent degree, and/or equivalent

• 2+ years related experience providing technical support at an Enterprise level

You Will Know:

• How SaaS applications and supporting SaaS solutions operate

• 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 )

• Lightweight Directory Access Protocol and Directory ServicesPKI, 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

• Maintain a lab with SSO/MFA

Desired Technology Exposure and Knowledge:

• Containerized Infrastructure – Docker / Kubernetes

• API Management inc. Postman / cURL

• Web-application servers (i.e. 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