Senior Technical Support Engineer - Elite

About Ping Identity:

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Ping Identity Support Team are specialists in their field, responsible for providing an exceptional level of support. 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 succeed in the application, administration, and maintenance of their Ping solutions.

You will report to the Support Team 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.

Team members work a varied schedule supporting our global customer base.

Responsibilities Include:

You will be the dedicated engineers for our premium customers. Setting up troubleshooting sessions and speaking with customers via phone will happen regularly

Investigate and reproduce issues in your own lab environment.

Manage customer expectations and ensure SLAs are being met

Communicate frequently follow up with the customer by phone, email, and internet meeting systems

Contribute to our knowledge base

Understand our business processes

Sharing knowledge, onboarding, and supporting other Engineers.

You Have:

Excellent understanding of 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 & JWT)

Experience with React, Angular, or Vue is a plus

Understanding of PKCE (Proof Key for Code Exchange) and biometric integration

Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and