Ping Identity Looking for Sr.Technical Support Engineer II at Bengaluru, Karnataka Full Time

At Ping Identity, we believe in making digital experiences 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 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 for 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.

Ping Identity has an industry-leading suite of products centred around industry standards such as SAML, OAuth, OIDC, WS-Trust, FIDO, LDAP etc. Our products include SSO, IDAAS, Directory, MFA, CIAM and API Intelligence systems.

We are looking for a Sr.Technical Support Engineer with excellent troubleshooting skills to join 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.

Own and manage the support cases from Triage to full resolution, ensuring excellent customer support experience by providing high-quality solutions.

Perform in-depth analysis to establish RCA for complex issues using troubleshooting best practices.

Build and utilise lab environments/setups to replicate customer use cases.

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-centred service.

Maintain technical proficiency to enable you to resolve highly complex issues reported by customers, through training and lab setups.

You Have:
Bachelor’s degree in information technology, engineering, or a related field.

Minimum of 8 years of overall experience with at least 4+ years of work experience in IAM.

Experience with modern authentication technologies like SAML, OAuth 2.0, OpenID Connect, WS-Fed etc.

Experience with one or more Single Sign On, Access Management and MFA products.

Experience supporting LDAP and/or Database products. Ex: AD, MySql.

Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS

Experience working on Unix servers and Windows OS.

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.

Knowledge of DevOps, AWS or Azure is a plus.

Excellent team player, actively participating in a collaborative environment, assisting colleagues on 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.

Our Benefits:
Generous time off

Parental Leave

Healthcare

Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.