Customer Success Engineer IAM

About the Opportunity

As a Customer Success Engineer (CSE), youll serve as a technical advisor and advocate, ensuring customers successfully deploy, adopt, and optimize Ping Identity solutions. You will blend technical acumen with relationship-building skills to help enterprise customers achieve their identity and access management (IAM) goals.

Key Responsibilities

• Customer Onboarding & Implementation Support

• Assist with deployment and configuration of Ping Identity products (e.g., PingFederate, PingAccess, PingID, PingOne, etc.)
• Guide customers through integration with enterprise systems (LDAP, AD, OIDC, SAML, OAuth, SCIM).
• Collaborate with Professional Services and Solution Architects during onboarding.

• Post-Deployment Support & Technical Guidance

• Act as a trusted technical advisor post-deployment, ensuring smooth operations.
• Provide best practices, troubleshooting, and performance optimization support.
• Assist with upgrades, patches, and feature enhancements.

• Customer Advocacy & Retention

• Understand customer architecture, use cases, and pain points to provide relevant solutions.
• Monitor adoption metrics and system health to proactively address risks.
• Advocate customer feedback internally to influence roadmap and support improvements.

• Enablement & Education

• Deliver product training sessions and knowledge-sharing to technical teams.
• Create technical documentation, FAQs, and troubleshooting guides.

• Cross-Functional Collaboration

• Work closely with Product, Engineering, Support, and Customer Success Managers (CSMs) to ensure customer success.
• Escalate and manage critical issues, ensuring resolution and customer satisfaction.

Candidate Profile

• 5 10 years of experience in a technical support, solutions engineering, professional services, or customer-facing technical role.
• Strong hands-on experience with IAM protocols and technologies: SAML, OAuth, OIDC, LDAP, AD, MFA, Kerberos.
• Familiarity with enterprise infrastructure (cloud and on-prem), including AWS, Azure, Linux/Windows, Kubernetes, and Docker.
• Ability to write and debug scripts or code (Java, PowerShell, Python, or Bash preferred).
• Excellent interpersonal, communication, and problem-solving skills.
• Strong troubleshooting abilities with a proactive, customer-first mindset.

Preferred Skills

• Experience with Ping Identity products: PingFederate, PingID, PingAccess, PingOne, etc.
• Knowledge of modern authentication and Zero Trust architectures.
• Prior experience supporting enterprise customers or working in a SaaS or Cybersecurity environment.
• IAM or security certifications (e.g., CISSP, CCSP, Ping Identity certifications).
• Familiarity with API testing and integration tools (Postman, REST clients).