Senior Technical Support Engineer - Elite

USA - Remote - Los Angeles, CAfull timeRemote

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senior

$80k–$100k

H1B: no

Pingidentity The Senior Technical Support Engineer - Elite at Ping Identity provides premium customer support by troubleshooting issues, managing customer expectations, and contributing to the knowledge base. The role requires expertise in SaaS applications and web-based application troubleshooting.

Responsibilities

Team members work a varied schedule supporting our global customer base.
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.
Manage customer expectations and ensure SLAs are being met
Communicate frequently follow up with the customer by phone, email, and internet meeting systems
Contribute to our knowledge base
Understand our business processes
Sharing knowledge, onboarding, and supporting other Engineers.

Qualification

Single Sign On (SAMLExperience with ReactInternet Protocols (HTTPS/SSL/TLS )Networking including Load Balancers

Required

Excellent understanding of 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 & JWT)
Experience with React, Angular, or Vue is a plus
Understanding of PKCE (Proof Key for Code Exchange) and biometric integration
Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and
Internet Protocols (HTTPS/SSL/TLS )
Networking including Load Balancers, Firewalls, IP, and DNS
Linux-based and Windows server OS management
Excellent communication skills and organization
Experience working in high-pressure environments
Desired Technology Exposure and Knowledge