Senior Technical Support Executive

Senior Technical Support Executive - IAM Location: Chandigarh (Work from Office) Experience: 4-5 Years Employment Type: Full-Time Department: Technical Support Shift: 6:30 PM - 2:30 AM About Trantor Inc Trantor Inc. is a global technology services and consulting company headquartered in Palo Alto, California, with delivery centers across the USA, Canada, and India. We partner with Fortune 500 companies and high-growth enterprises to drive digital transformation through Product Engineering, Cloud Enablement, Data & AI Solutions, Automation, and Customer Success Services. At Trantor, we thrive in a collaborative, agile, and people-first environment. Why Join Trantor Trantor offers the opportunity to work on diverse, cutting-edge projects in a culture that values innovation, continuous learning, and collaboration. Enjoy the flexibility of a hybrid/remote role while contributing to impactful initiatives in a truly global organization. Voted as the Best Employer in the Punjab region for 6 straight years. About the Opportunity We are seeking an experienced and customer-focused Senior Technical Support Executive (L2) to provide advanced technical support to customers using Ping Identity solutions. This role is responsible for handling complex technical issues related to authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), identity federation, and access management. The selected candidate will serve as an escalation point for L1 engineers and work closely with customer administrators, product support, and engineering teams to ensure timely and effective resolution of customer issues. This is an excellent opportunity for a technically strong support professional looking to deepen expertise in enterprise Identity and Access Management (IAM) technologies. Key Responsibilities Advanced Technical Support Provide Level 2 support for complex issues related to Ping Identity products. Troubleshoot authentication failures, SSO issues, MFA challenges, policy misconfigurations, and performance concerns. Analyze logs, trace requests, and identify root causes. Replicate customer issues and test solutions in non-production environments. Serve as an escalation point for L1 support engineers. Product Support Support customers using PingOne PingFederate PingAccess PingID PingDirectory Troubleshooting & Root Cause Analysis Investigate issues involving o o o o o o SAML assertions OAuth 2.0 / OpenID Connect flows Federation trust relationships LDAP authentication SSL/TLS certificates DNS and network connectivity Perform root cause analysis and document findings. Customer Advisory Guide customers on configuration best practices. Recommend performance tuning and operational improvements. Assist with onboarding, upgrades, and configuration validation. Collaboration Work with L1, engineering, and vendor support teams. Participate in case reviews and knowledge-sharing sessions. Escalate product defects with detailed diagnostics. Documentation Maintain detailed case notes. Create and update SOPs and knowledge base articles. Develop troubleshooting guides and runbooks. Required Skills & Experience Experience 45 years of experience in technical support, IAM support, cybersecurity support, or SaaS application support. Experience troubleshooting enterprise authentication and federation issues. Technical Skills Strong understanding of Identity and Access Management (IAM) Single Sign-On (SSO) Multi-Factor Authentication (MFA) Federation and authentication protocols o o o o o SAML 2.0 OAuth 2.0 OpenID Connect (OIDC) LDAP SCIM SSL/TLS certificates and certificate chains DNS, HTTP/HTTPS, and load balancers Active Directory, LDAP, and Microsoft Entra ID Linux/Windows basics Log analysis and troubleshooting tools Preferred Product Exposure Hands-on experience with one or more of: Ping Identity products Okta Microsoft Entra ID CyberArk ForgeRock Communication Skills Excellent verbal and written communication skills. Ability to explain technical concepts clearly to customer administrators and stakeholders. Preferred Senior Technical Support Executive - IAM Location: Chandigarh (Work from Office) Experience: 4-5 Years Employment Type: Full-Time Department: Technical Support Shift: 6:30 PM - 2:30 AM About Trantor Inc Trantor Inc. is a global technology services and consulting company headquartered in Palo Alto, California, with delivery centers across the USA, Canada, and India. We partner with Fortune 500 companies and high-growth enterprises to drive digital transformation through Product Engineering, Cloud Enablement, Data & AI Solutions, Automation, and Customer Success Services. At Trantor, we thrive in a collaborative, agile, and people-first environment. Why Join Trantor Trantor offers th