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Technical Support Engineer II



IT, Customer Service
United Kingdom · Remote
Posted on Wednesday, June 5, 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.

As a Technical Support Engineer II at Ping Identity, you will work with the rest of the Technical Support team in an Intelligent Swarming based approach to solving tickets. Ping Identity's global customers could be using any of our products including PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits. Our Support team consists of accomplished engineers and we welcome new industry talent to join our Ping family.

The Global Support Organization is the foremost interface between Ping and our valued customers and partners. 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 to be successful in the application, administration, maintenance and tuning of their Ping solutions.

You will report to the Support 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.

Responsibilities Include:

  • Investigate issues and queries using the existing bodies of knowledge and test labs
  • Manage customer expectations
  • Communicate frequently follow up with the customer by phone, email and internet meeting systems
  • Actively participate in our community system
  • Contribute to our knowledge base (Knowledge Centered Support)
  • Understanding of business process
  • Manage customer expectations under high pressure situations

Required Qualifications:

  • Bachelor's degree in Computer Science or an equivalent degree, and/or equivalent
  • 2+ years related experience providing technical support at an Enterprise level

You Will Know:

  • 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)
  • Multi Factor Authentication (PingID, SecurID, DUO )
  • Lightweight Directory Access Protocol and Directory ServicesPKI, X.509 certificates and Kerberos
  • Internet Protocols (HTTPS/SSL/TLS )
  • Networking including Load Balancers, Firewalls, IP, and DNS
  • Linux-based or Windows server OS management
  • Maintain a lab with SSO/MFA

Desired Technology Exposure and Knowledge:

  • Containerized Infrastructure – Docker / Kubernetes
  • API Management inc. Postman / cURL
  • Web-application servers (i.e. Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic)
  • Identity & Access Management or Federation experience with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager
  • User Provisioning (SCIM)
  • Cloud Services such as Azure, O365, AWS

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.