Our Firm

Careers

VIEW ALLAPPLY NOW

Training & Enablement Lead (Support)

Experienced

Ping Identity | Sales (6100) | Denver, CO

At Ping Identity, we're changing the way people think about enterprise security technology. With our innovative Identity Defined Security platform, we're helping to build 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, including over half of the Fortune 100. Because even in the most complex enterprise environments, security shouldn't be a source of anxiety. It should be one of your greatest competitive advantages.

We call this digital freedom. And it's not just something we provide our customers. It's something that drives our company. People don't come here to join a culture that's build on digital freedom. They come to cultivate it.

The Training & Enablement Lead (Support) will develop and lead the successful execution of a cross-functional training & enablement program for Ping’s global support team. The goal of this role is to ensure that support-based roles (both internal to Ping and our partners) are well-equipped with the tools, training, and resources needed to be effective in responding to customer inquiries, triaging issues, and solving customer IAM problems. Candidates must have a general knowledge of security software, identity and access management.

Training & Enablement Programs:

  • Work closely with leadership and cross-functional stakeholders to scale existing or build new training and knowledge sharing programs, develop and track key performance indicators, and enable the overall productivity of the support organization with tailored content and resources
  • Maintain and develop support-specific learning aids as needed (handbooks, decks, supporting materials, etc.)
  • Work with internal training team to develop online and ILT learning activities, establish learning paths, and collaborate on content development
  • Manage support certification program to ensure proficiency in technical skills/knowledge (i.e., install, configuration, product knowledge)
  • Establish SME programs to improve technical knowledge for role-specific specializations

Onboarding:

  • Develop and execute technical support onboarding program to ensure new hires are efficiently and effectively ramped on Ping’s products, solutions, and processes
  • Manage and assist with certification activities related to onboarding

Reporting:

  • Assist with ongoing reporting efforts to assess impact of initiatives and to inform future plans/priorities
Skills & Requirements

Essential:

  • Knowledge of federation, identity management, single sign-on, web applications, and software security
  • Technical support background with the ability to synthesize field requirements and corporate resources into a comprehensive training & enablement strategy
  • Detail-oriented and organized
  • Logical troubleshooting ability and analytical skills
  • Ability to work with leadership/stakeholders across multiple groups and levels
  • Ability to build peer support and strong internal-company relationships with other key personnel
  • Energy, drive, commitment and passion
  • BS computer science (or equivalent) degree with 3 years experience in role, or minimum 4 years related experience with enterprise-level software systems in a client-facing role

Desired:

  • Demonstrate a high level of self-motivation and commitment
  • HTTP and related technologies
  • Linux-based and Windows servers, Active Directory, LDAP-based directories,
  • Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
  • Database systems such as Oracle, MS SQL, and MySQL
  • ADFS, SiteMinder, Oracle Access Manager, IBM
  • OAuth, OpenID
  • Kerberos
  • JAVA, .NET, PHP, javascript, Ruby, Python, C#
  • User Provisioning (SCIM)
  • Ability to travel as needed
  • SAML, WS-Fed, WS-Trust
  • RADIUS
  • APIs (SOAP, XML, REST, JSON, SCIM)
  • SaaS Application Integration
  • LDAPv3, SQL and noSQL technologies
  • XACML policy language