[Remote] Technical Support Specialist, Identity Management

Note: The job is a remote job and is open to candidates in USA. Rippling is a company that provides a unified platform for HR, IT, and Finance. The Technical Support Specialist will be responsible for assisting customers with their technical inquiries and ensuring a seamless experience with the company's identity management products.

Responsibilities

• Responsible for supporting our Rippling customers and resolving issues related to our products
• Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment
• Leverage phone, chat, email functionality, and video conferencing to help our customers optimize our products
• De-escalate and resolve issues by leveraging platform and industry expertise
• Become a product expert - you'll be a go-to resource for both customers and coworkers
• Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met
• This role will contribute across multiple domains. Specifically, our IT-focused areas such as MDM (Mobile Device Management), Inventory Management, and Identity Management
• Troubleshoot and resolve authentication and authorization issues across SSO providers, including SAML, OAuth/OIDC, and SCIM provisioning flows
• Support customers in configuring and maintaining identity integrations with popular IdPs (e.g., Okta, Azure AD, Google Workspace, OneLogin)
• Help customers understand and troubleshoot API-driven workflows, including token generation, permission scopes, and integration errors
• Review system logs, audit trails, and authentication traces to identify misconfigurations, failed assertions, or unexpected behavior

Skills

• Bachelor's degree
• 0-3 years of work experience, not necessary in a client facing role
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST
• Strong ability to critically think to make effective decisions and solve complex problems
• Organizational skills and experience improving processes
• Strong written and verbal communication skills in English
• Flexibility with changing job duties and responsibilities
• Familiarity with common identity providers (e.g., Okta, Azure AD, Google Workspace, OneLogin) and how they integrate with SaaS applications
• Understanding of SSO concepts such as SAML, OAuth/OIDC, SCIM, certificates, and user/session lifecycle fundamentals
• Working knowledge of how APIs function — including authentication, tokens, permissions/scopes, and reading basic API responses for troubleshooting
• Ability to analyze authentication or provisioning issues by reviewing logs, assertions, token payloads, audit trails, or integration error messages
• Comfortable navigating access policies, role-based permissions, user provisioning workflows, and identity governance concepts
• Strong problem-solving mindset with curiosity to dig into integrations, debug complex workflows, and continuously build deeper identity expertise

Benefits

• Competitive salary
• Benefits
• Equity

Company Overview

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