Content Conspiracy

Senior Support Engineer

Content Conspiracy

full-time

Posted on:

Origin:  • 🇺🇸 United States • Colorado

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Salary

💰 $86,419 - $108,024 per year

Job Level

Senior

Tech Stack

AWSCloudCyber SecurityElasticSearchKubernetes

About the role

  • Manage and complete support cases and service requests for customers
  • Monitor and Administer PingFederate, PingAccess, and PingDirectory in a devops environment
  • Provide communication with and between customers and other supporting teams across the organization
  • Update processes, documentation, and knowledge base as changes are made or discovered
  • Assist in coordinating and diagnosing issues in customer environments
  • Initiate and participate in incidents and root cause analyses as a product SME
  • Assume system administration responsibilities in certain areas
  • Work closely with platform engineering to ensure customer inquiries are addressed and products are well-maintained
  • Be exposed to and work with technologies and practices such as AWS, Kubernetes, and devops

Requirements

  • Advanced Certification or minimum 2 years experience supporting at least 2 of the following: PingFederate, PingDirectory, PingAccess, Identity Manager
  • Data analysis and correlation - Utilizing data analytics to correlate disparate data points and logs to draw conclusions about the source of a problem
  • Complex System Analysis - Understanding and diagnosing issues within highly complex and integrated systems.
  • Root Cause Analysis - Digging deeper into problems to understand the underlying causes, not just the symptoms.
  • Excellent understanding of IAM Security best practices
  • Proficient understanding of change management
  • Experience working in a Kubernetes environment (advantage)
  • Experience with networking (advantage)
  • Experience in System Administration of an enterprise environment (advantage)
  • Proficient in querying with tools like ElasticSearch/Kibana, Cloudwatch, Jira (advantage)
  • Excellent customer service skills (advantage)
  • Extroverted in nature - Enjoy working with customers, potentially under pressure (advantage)