• Manage, develop, coach and mentor a team of Solutions Support Engineers, who are responsible for resolving complex technical issues and providing a “WOW” technical customer support experience within the Wiz product • Act as the owner for your team’s accountability and performance - partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports • Guide the team through technical training and additional learning and development needs. Ensure successful training and onboarding of new hires • Drive projects or initiatives to improve team productivity, process or procedure • Participate in incident and escalation retrospectives and reduce the number of escalations over time. Provide escalation insights, trends, drivers, and statistics to support leadership • Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary • Design and implement solutions that scale the support offering through automations • Coordinate with Technical Account Managers to address any technical issues impacting a customer's success • Achieve team goals for technical articles or knowledge base including both internal and customer-facing to ensure a better customer support experience • Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business • The right person will be highly technical, analytical, and have experience managing technical teams. In addition, this person will have a record of driving projects to improve support-related processes and the technical support experience and be passionate about the growth and success of Wiz customers.

• Act as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billing. • Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs. • Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials. • Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs. • Help manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback.

• Act as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billing. • Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs. • Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials. • Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs. • Help manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback.

Role Description 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, working 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 (SLAs) are met. Responsibilities Include: - You will be the dedicated engineers for our premium customers, setting up troubleshooting sessions and speaking with customers via phone 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 and 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, onboarding, and supporting other Engineers. Qualifications - 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 (e.g., 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 application 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 including 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. Benefits - Generous PTO & Holiday Schedule. - Parental Leave. - Progressive Healthcare Options. - Retirement Programs. - Opportunity for Education Reimbursement. - Commuter Offset (Specific locations).