Principal Technical Support Engineer

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 Individuality, 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 Principal Engineer at Ping Identity, you will handle complex support issues for Ping Identity's global customers using our products including PingFederate, PingDirectory, PingOne, PingAccess, 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 Team Manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees. 

You Will: 

• Assist with escalated customer engagements
• Investigate issues and queries using the existing bodies of knowledge and test labs
• Manage customer expectations
• Communicate frequently and proactively follow up with the customer by phone, email and internet meeting systems
• Actively participate in our community system 
• Contribute to our knowledge base
• Participate in on-call rotation

You Have: 

• At least 2 years of technical support with Ping Identity's products.
• Advanced technical proficiency with PingFederate and either PingAccess or PingDirectory

You Will Have an Advantage If: 

• Linux-based and Windows server OS management
• SAML/OAuth/OIDC
• Lightweight Directory Access Protocol (LDAP) and Directory Services
• Networking inc Load Balancers, Firewalls, IP, DNS
• PKI, X.509 certificates
• Internet Protocols (HTTPS/SSL/TLS etc)
• You can troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers
• Experience with APIs (knowledge of REST and SCIM)
• Experience with scripting languages
• Experience with devops deployments

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. 

• 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