Application Support Engineer

About the position

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 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.

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 the knowledge base, creating technical articles, FAQs, and best practice guides. Assist customers with product configurations, integrations, and deployment strategies. Participate in an on-call rotation to provide timely support for high-priority customer issues outside of standard business hours. Stay current with product releases, new technologies, and industry trends to continuously enhance support capabilities.

Requirements

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.

Nice-to-haves

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.