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Senior Support Engineer



Customer Service
Bengaluru, Karnataka, India
Posted on Friday, May 24, 2024

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 Diversity, 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.

We are looking for a Sr.Technical Support Engineer with excellent troubleshooting skills to join the Global Support Organization at PingIdentity, providing outstanding support experience to our customers.

You will report to the Team Manager. Ping has developed a career ladder for support to ensure growth potential for all employees.

You Will:

  • Specialise in at least two of our product practices, develop advanced knowledge and serve as SME for our customers.
  • Deliver excellent customer experience and exceed customer expectations on high-quality solutions, response and resolution times.
  • Own and manage the support cases from Triage, and troubleshoot to complete resolution.
  • Perform in-depth analysis to establish RCA for escalated/complex issues using troubleshooting best practices.
  • Build and utilize lab environments/setups to reproduce issues reported by customers.
  • Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction.
  • Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles/documentation/solution guides (internal/external) following the principles of knowledge-centered service.
  • Maintain technical proficiency to enable you to resolve highly complex issues reported by customers, through training and lab setups.

You'll Have:

  • Bachelor's degree in information technology, engineering, or a related field.
  • Minimum of 10 years of overall experience with at least 5+ 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 DevOps deployments and cloud platforms like AWS or Azure.
  • 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 understanding of Identity and Access Management concepts and use cases.
  • Excellent team player, actively participating in a collaborative environment, assisting colleagues with complex queries and sharing knowledge with global team members.
  • Advanced troubleshooting skills in a technical environment.
  • Outstanding interpersonal skills and excellent communication - both verbal and written.

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make Ping special:

  • A company culture that empowers you to do your best work.
  • Employee Resource Groups that create a sense of belonging for everyone.
  • Regular company and team bonding events.
  • Competitive benefits and perks.
  • Global volunteering and community initiatives

Our Benefits:

  • Generous PTO & Holiday Schedule
  • Parental Leave
  • Progressive Healthcare Options
  • Retirement Programs
  • Opportunity for Education Reimbursement
  • Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.