• Assist customers and users by phone, chat, e-mail, or support tools; • Diagnose and resolve issues related to hardware, software, networks, and systems; • Perform configuration, installation, and updates of systems and applications; • Support preventive and corrective maintenance of equipment and technological environments; • Monitor system performance and identify potential improvements or adjustments; • Document support tickets, incidents, and technical procedures in the knowledge base; • Execute backup and data recovery processes when necessary; • Guide users on best practices for system use and information security; • Assist in the deployment of new technologies and solutions with teams and clients; • Contribute to the continuous improvement of processes and technological infrastructure.

• Resolve technical issues and provide advanced support directly to customers, including support for fal’s platform (APIs, UI issues, and troubleshooting errors). • Support users across multiple products via email, chat, and Slack. • Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations. • Analyze API logs, error messages, and request/response payloads to identify root causes. • Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records. • Reproduce, escalate, and document bugs or edge cases in collaboration with engineering. • Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, serving as an internal advocate for customer pain points and product improvement. • Assist with testing and validation of new features, releases, and infrastructure changes before production deployment. • Write and maintain technical content, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base. • Improve developer documentation to make integration as self-serve as possible.

• Serve as the primary SSO and SCIM configuration onboarding point of contact for customers who require assistance. • Resolving customer issues surfaced through zendesk tickets and for certain customers jumping on live zoom calls to work through open issues. • Serve as the primary escalation point for SSO and SCIM issues raised by enterprise customers through Customer Success and Support • Independently troubleshoot access and provisioning discrepancies across three layers: customer-reported context, WorkOS data, and Scribe's backend • Coordinate directly with customers' IT admins (async and synchronously) to gather information, drive investigation, and reach resolution • Schedule and lead live troubleshooting sessions during US business hours for complex or high-priority issues • Partner closely with the WorkOS team to route, escalate, and resolve issues that require vendor involvement • Partner closely with Scribe CS and Support teams to gather context and coordinate customer communication • Build and maintain internal debugging playbooks, known issue documentation, and escalation frameworks that enable the broader CS team to handle L1/L2 issues independently • Identify recurring failure patterns and translate them into actionable product feedback for Engineering

About Ping Identity: 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. At Ping Identity, we are changing the way people think about enterprise security technology. With our creative Identity Defined Security platform, we're building a borderless world where people have total freedom to work wherever and however, they want. Without friction. Without fear. We're headquartered in Denver, Colorado, and we have offices and employees around the globe. And we serve the largest, most demanding enterprises worldwide. As a member of the Elite Support Team at Ping Identity, you will work with our premium customers. You will help our customers troubleshoot PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits. The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Elite team are specialists in their field and responsible for providing an exceptional level of support. 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 succeed in the application, administration, and maintenance of their Ping solutions. You will report to the Support Team manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees. In this role there is an element of on-call, on rotation across the global team to ensure that response and resolution Service level agreements are met. Responsibilities Include: - 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, to enable the development and testing of a resolution - Lead escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. - Manage customer expectations and ensure SLAs are being met - Collect information and document bugs with Engineering for the product/service issues that are impacting customers. - Communicate frequently follow up with the customer by phone, email, and internet meeting systems - Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction. - Maintain technical proficiency to enable you to resolve highly complex issues reported by customers, through training and lab setups. - Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles. - Understand our business processes - Be a mentor, sharing knowledge, on-boarding and supporting other Engineers. You Have: - Bachelor's degree in information technology, engineering, or a related field. - Minimum of 6 years of overall experience with at least 3+ years of work experience in IAM. - Experience with modern authentication technologies like SAML, OAuth 2.0, OpenID Connect, WS-Fed etc. - Extensive experience with one or more Single Sign On, Access Management and MFA products. - Experience supporting LDAP and/or Database products. Ex: AD, Azure AD, OpenDJ, PingDirectory, Oracle DB, MySQL etc. - Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS. - Experience working on Unix servers and Windows OS. - Experience in Web-application servers (i.e. Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic) - Experience with REST APIs, SCIM and debugging tools like PostMan, Fiddler, Wireshark etc. - 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 team player, actively participating in a collaborative environment, assisting colleagues with complex queries and sharing knowledge with global team members. Desired Technology Exposure and Knowledge - Containerized Infrastructure – Docker / Kubernetes - API Management inc. Postman / cURL - Identity & Access Management or Federation experience with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager - Cloud Services such as Azure, O365, AWS Salary Range: $80,000 - $100,000 In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. Life at Ping: 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. Here are just a few of the things that make Ping special: - 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 Our Benefits: - Generous PTO & Holiday Schedule - Parental Leave - Progressive Healthcare Options - Retirement Programs - Opportunity for Education Reimbursement - Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.