Ping Identity - Senior Technical Support Engineer

• 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, to enable the development and testing of a resolution • Lead escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. • Manage customer expectations and ensure SLAs are being met • Collect information and document bugs with Engineering for the product/service issues that are impacting customers. • Communicate frequently follow up with the customer by phone, email, and internet meeting systems • Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction. • Maintain technical proficiency to enable you to resolve highly complex issues reported by customers, through training and lab setups. • Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles. • Understand our business processes • Be a mentor, sharing knowledge, on-boarding and supporting other Engineers. • Bachelor's degree in information technology, engineering, or a related field. • Minimum of 6 years of overall experience with at least 3+ years of work experience in IAM. • Experience with modern authentication technologies like SAML, OAuth 2.0, OpenID Connect, WS-Fed etc. • Extensive experience with one or more Single Sign On, Access Management and MFA products. • Experience supporting LDAP and/or Database products. Ex: AD, Azure AD, OpenDJ, PingDirectory, Oracle DB, MySQL etc. • Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS. • Experience working on Unix servers and Windows OS. • Experience in Web-application servers (i.e. Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic) • Experience with REST APIs, SCIM and debugging tools like PostMan, Fiddler, Wireshark etc. • Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers. • Understanding of network concepts such as DNS, TCP/IP, Firewall, Load balancers, GTM, LTM, Radius Server, Proxy, Reverse Proxy etc • Excellent team player, actively participating in a collaborative environment, assisting colleagues with complex queries and sharing knowledge with global team members. • Desired Technology Exposure and Knowledge • Containerized Infrastructure – Docker / Kubernetes • API Management inc. Postman / cURL • Identity & Access Management or Federation experience with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager • Cloud Services such as Azure, O365, AWS