Technical Support Specialist, Identity Management

Rippling is a company that offers a unified platform for HR, IT, and Finance. The Technical Support Specialist role involves troubleshooting and resolving authentication issues, supporting customers with identity integrations, and optimizing product use through effective communication.

Responsibilities

• 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
• 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

Skills

• Bachelor's degree
• 1-4 years of customer support experience in a Technical Support domain
• 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
• Time management skills and ability to prioritize
• Flexibility with changing job duties and responsibilities
• Organizational skills and experience improving processes
• Excellent communication skills, both written and verbal (in English) in a technical environment
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST

Benefits

• Competitive salary
• Benefits
• Equity

Company Overview

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