About Company
Ping Identity is a pioneer in intelligent identity solutions, securing the digital world for enterprises and their customers. With a relentless focus on innovation, we empower over half of the Fortune 100 with seamless and secure access to applications, APIs, and data. Our platform ensures that the right people have the right access to the right things at the right time, preventing security breaches and enhancing user experiences. Headquartered in Denver, Colorado, Ping Identity fosters a culture of collaboration, excellence, and continuous learning, valuing diverse perspectives and driving cutting-edge solutions in the ever-evolving landscape of cybersecurity. Join us to be part of a team that’s redefining identity management for the digital enterprise.
Job Description
We are seeking a highly motivated and technically proficient Remote Application Support Engineer to join our dynamic and distributed support team. In this pivotal role, you will be the frontline expert, providing comprehensive technical assistance and support for Ping Identity’s suite of enterprise identity management products. This isn’t just about troubleshooting; it’s about deeply understanding our customers’ environments, diagnosing complex issues, and guiding them to effective resolutions. You’ll work closely with customers, ranging from technical administrators to developers, ensuring their critical business applications leverage our identity solutions flawlessly. Your responsibilities will span across issue reproduction, root cause analysis, configuration guidance, and escalation to engineering teams when necessary.
The ideal candidate will possess a strong blend of technical acumen in areas like authentication protocols (SAML, OAuth, OpenID Connect), directory services (LDAP), and cloud environments, coupled with exceptional problem-solving skills and a passion for customer success. This remote position offers the flexibility to work from your home office while being an integral part of our globally distributed support team, contributing directly to our mission of securing the digital world. You will play a crucial role in maintaining high levels of customer satisfaction, building strong relationships, and continually improving our support processes and knowledge base. We pride ourselves on creating an environment where innovative minds can thrive, offering opportunities for continuous learning and professional growth within the exciting field of cybersecurity.
Key Responsibilities
- Provide expert-level technical support for Ping Identity products via phone, email, and web, diagnosing and resolving complex customer issues.
- Perform in-depth root cause analysis, reproduce customer reported issues in a lab environment, and propose effective solutions or workarounds.
- Collaborate cross-functionally with engineering, product management, and quality assurance teams to escalate and resolve critical issues.
- Contribute to the development and maintenance of our knowledge base, creating technical articles, FAQs, and best practice guides.
- Assist customers with product configurations, integrations, and deployment strategies, ensuring optimal performance and security.
- Participate in an on-call rotation to provide timely support for high-priority customer issues outside of standard business hours.
- Stay current with Ping Identity product releases, new technologies, and industry trends to continuously enhance support capabilities.
Required Skills
- 2+ years of experience in a technical support or application support role for enterprise software.
- Strong understanding of identity and access management (IAM) concepts and protocols (SAML, OAuth, OpenID Connect, SCIM).
- Proficiency with LDAP and directory services (e.g., Active Directory, OpenLDAP).
- Experience with web servers (Apache, Nginx, IIS) and application servers (Tomcat, WebLogic, JBoss).
- Familiarity with operating systems (Linux, Windows Server) and networking fundamentals.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional verbal and written communication skills, with a focus on customer empathy and technical clarity.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Scripting skills (e.g., Python, PowerShell, Bash).
- Knowledge of database technologies (SQL, NoSQL).
- Certifications in cybersecurity or identity management technologies.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off (PTO) and company holidays.
- Flexible remote work environment with a focus on work-life balance.
- Opportunities for professional development, training, and career advancement.
- Employee stock purchase program (ESPP).
- Dynamic and inclusive company culture with regular virtual team events.
How to Apply
Interested candidates are encouraged to apply directly through our careers portal. Please click on the application link below to submit your resume and cover letter, detailing your experience and why you are a great fit for Ping Identity.