Role mission
- As an Identity and Access Management (IAM) Support Analyst, your role is crucial in ensuring the Security and Integrity of our organization's digital assets.
- Technical platform ownership of core Identity platforms that include Identity governance and Authentication.
- Managing service levels, operations KPI's, audit remediation actions and continuous improvements.
- We are looking for a Ping Identity Support Engineer to manage, troubleshoot, and support enterprise IAM solutions using Ping Identity products, including PingFederate, Ping Access, and PingID.
- You will serve as a key technical point of contact for resolving authentication and SSO issues and ensuring availability of critical IAM infrastructure.
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Main responsibilities
- Provide Level 2 and Level 3 support for Ping Identity products (PingFederate, Ping Access, PingID), resolving advanced technical issues related to authentication, single sign-on (SSO), and multi-factor authentication (MFA).
- Investigate and resolve authentication failures, federation errors, and SSO integration challenges, using log analysis, trace tools, and protocol-level debugging of SAML, OAuth, and OIDC flows.
- Ensure high availability and optimal performance of identity services, leveraging proactive monitoring, health checks, and alert mechanisms across all Ping Identity components.
- Configure and support SSO integrations with enterprise and cloud applications, implementing secure protocols (SAML, OAuth, OIDC) and coordinating metadata exchange with internal and third-party providers.
- Manage SSL/TLS certificates across Ping environments, including timely renewals, keystore management, and enforcing secure communication practices.
- Collaborate with security, infrastructure, and application teams to triage incidents, implement fixes, and ensure IAM services align with security standards and compliance requirements.
- Support version upgrades, patches, and environment migrations, including planning, testing, and executing changes in development, QA, and production environments.
- Develop and maintain technical documentation and knowledge base articles outlining common issues, solutions, integration procedures, and operational best practices.
- Respond to and manage IAM-related support tickets, ensuring timely resolution, customer communication, and proper categorization of incidents and service requests.
- Lead or assist with onboarding new applications to the Ping Identity platform, handling end-to-end configuration, attribute mapping, and user testing for SAML/OIDC setups.
- Guide application teams through integration procedures, following standard operating protocols and ensuring consistent implementation of IAM policies across systems.
- Participate in maintenance and on-call support rotations, responding to critical incidents and performing scheduled upgrades or deployments outside business hours.
- Continuously identify opportunities to improve IAM support operations, including automating repetitive tasks, enhancing monitoring, and streamlining incident response workflows.
Skills and experience
- Bachelor's or master's degree in computer science, Information Technology, or a related field.
- 3+ years of experience in supporting IAM platforms, specifically PingFederate/Ping Access or related technologies
- Strong knowledge of authentication protocols (SAML 2.0, OAuth2, OIDC).
- Familiarity with TLS/SSL, federation concepts, and identity tokens (JWT, SAML assertions).
- Experience integrating Ping with cloud applications like Workday, Salesforce, ServiceNow, etc.
- Understanding of Zero Trust principles and managing the infrastructure in AWS, Azure or GCP according to Tier 0.
- Scripting and debugging experience (PowerShell, Bash, Python preferred).
- Strong problem-solving skills and the ability to make decisions in a fast-paced environment.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with users, professionals, and IT teams.
Desired/Preferred to have.
- Working knowledge of Federation solutions namely, Ping, Okta or related technologies
- Understanding of IAM concepts and authentication flows.
- Good troubleshooting and problem-solving skills.
- Strong problem-solving skills and the ability to make decisions in a fast-paced environment.
- Experience with ticketing tools (e.g., ServiceNow).
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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You must submit an online application to be considered for any position with us. This position will be posted until filled.
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