Principal Cloud Identity Technical Support Engineer, Government - Ping Identity

At Ping Identity, we're changing the way people think about enterprise security technology. With our creative Identity Defined Security platform, we're building a borderless world where people have total freedom to work wherever and however they want. Without friction. Without fear.

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.

We're headquartered in Denver, Colorado, and we have offices and employees around the globe. And we serve the largest, most demanding enterprises worldwide, including over half of the Fortune 100. Because even in the most complex enterprise environments, security shouldn't be a source of anxiety. It should be one of your greatest competitive advantages.

Ping Identity has an industry-leading suite of software and services products which are centered around industry standards such as SAML, OAuth, OIDC, FIDO, LDAP Our SSO, Directory, MFA, CIAM and API Intelligence systems can be found operating in the Cloud and in customer's private data centers. PingOne combines these capabilities on a dedicated cloud platform to provide a configurable global authentication authority and versatile SSO federation hub with practically limitless configuration options.

As a Principal Cloud Identity Technical Support Engineer, you will provide support for Ping Identity's US government customers using PingOne, our Advanced Cloud Identity solution. You will report to the Manager of Technical Support. As a Senior Cloud Identity Technical Support Engineering, you will research functionality and usability related issues and service change requests; and work with our customers' IT personnel to understand the nature of and communicate steps to resolve or complete requests. You will maintain your support test environment to quickly replicate customer issues and have a desire for continuous learning. Engineers consult with and escalate to our product development and infrastructure teams when needed.

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

You have:

• 10 years related experience providing technical support at an Enterprise level
• Passion for customer service
• Logical troubleshooting ability
• Experience collaborating and supporting others
• This is a 24/7 on-call position with a rotation schedule

You need:

• Must be a US Person as defined by by 8 U.S.C. 1101(a) (20).

You know:

• Amazon Web Services
• Docker and container orchestration (Kubernetes)
• Git
• Single Sign On (SAML, OAuth, OpenID & WS-FED)
• Multi Factor Authentication (PingID, SecurID, DUO )
• Lightweight Directory Access Protocol and Directory Services
• Identity and Access Management solutions
• SaaS applications (Salesforce, Google) and supporting SaaS solutions.
• How to troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers.
• Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
• Experience in a high-volume or essential service environments.
• Experience with observability tooling such as NewRelic, Grafana, and Cloudwatch.
• Experience with logging systems such as Splunk, Sumo Logic, ELK.

Our Benefits:

• Open PTO
• Parental Leave
• Free Healthcare Option
• 401(k) Match
• Generous Holiday Schedule
• Commuter Offset (Denver only)
• Education Reimbursement

Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.