Production and Support Engineer

Key Responsibilities

• Provide L2/L3 production support for web access management and IAM services.
• Troubleshoot issues related to SSO, federation, MFA, access policies, and authentication flows.
• Support and maintain PingFederate, PingAccess, and Ping MFA platforms.
• Assist with Ping DaVinci workflows where applicable.
• Investigate login failures, certificate issues, token errors, policy failures, and application access problems.
• Analyze logs, SAML/OIDC/OAuth transactions, HTTP headers, and authentication events.
• Support IAM platforms hosted in AWS environments, including operational awareness of EKS/Kubernetes deployments.
• Perform routine configuration updates, service checks, patch coordination, and operational maintenance.
• Work with application, cloud, infrastructure, and security teams to resolve incidents and service requests.
• Document known issues, SOPs, runbooks, and resolution steps.
• Participate in incident response, change support, and on-call rotations as required.
• Preparing client reports and representations

Required Skills

• Hands-on support experience with PingFederate, PingAccess, and Ping MFA.
• Good understanding of SAML, OAuth 2.0, OpenID Connect, and SSO troubleshooting.
• Knowledge of AWS cloud environment and support exposure to Kubernetes / Amazon EKS.
• Strong understanding of web access concepts such as sessions, cookies, reverse proxies, SSL certificates, and authentication flows.
• Experience analyzing application logs, browser traces, and access issues in production environments.
• Familiarity with LDAP, Active Directory, REST APIs, and identity integrations.
• Working knowledge of incident, change, and problem management processes.
• Basic scripting or automation knowledge.
• Strong communication and documentation skills.