Senior Technical Support Engineer

Job Summary

Working remotely, the full-time Senior Technical Support Engineer will provide exceptional support to premium customers, troubleshooting various Ping solutions while managing customer expectations and ensuring service level agreements are met.

Key responsibilities

• Conduct troubleshooting sessions and communicate with customers via phone and email
• Investigate and reproduce issues in a lab environment to develop resolutions
• Lead escalation calls and collaborate with colleagues to enhance customer satisfaction through Intelligent Swarming methodology

Required qualifications

• Bachelor's degree in information technology, engineering, or a related field
• Minimum of 6 years of overall experience with at least 3+ years in Identity and Access Management (IAM)
• Experience with modern authentication technologies such as SAML, OAuth 2.0, and OpenID Connect
• Extensive experience with Single Sign-On, Access Management, and Multi-Factor Authentication products
• Familiarity with LDAP and/or database products, as well as experience on Unix servers and Windows OS