Customer Success Engineer (IAM)

Role: Customer Success Engineer IAM

shift - US OR EMEA SHIFT

Key Responsibilities

Customer Onboarding & Implementation Support

o Assist with deployment and configuration of Ping Identity products (e.g.,

PingFederate, PingAccess, PingID, PingOne, etc.)

o Guide customers through integration with enterprise systems (LDAP, AD, OIDC,

SAML, OAuth, SCIM).

o Collaborate with Professional Services and Solution Architects during

onboarding.

Post-Deployment Support & Technical Guidance

o Act as a trusted technical advisor post-deployment, ensuring smooth operations.

o Provide best practices, troubleshooting, and performance optimization support.

o Assist with upgrades, patches, and feature enhancements.

Customer Advocacy & Retention

o Understand customer architecture, use cases, and pain points to provide

relevant solutions.

o Monitor adoption metrics and system health to proactively address risks.

o Advocate customer feedback internally to influence roadmap and support

improvements.

Enablement & Education

o Deliver product training sessions and knowledge-sharing to technical teams.

o Create technical documentation, FAQs, and troubleshooting guides.

Cross-Functional Collaboration

o Work closely with Product, Engineering, Support, and Customer Success

Managers (CSMs) to ensure customer success.

o 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).