Technical Support Specialist, IT-Apps

Responsibilities

• Troubleshoot and resolve authentication and authorization issues across SSO providers, including SAML, OAuth/OIDC, and SCIM provisioning flows.
• Support customers configuring and maintaining identity integrations with Okta, Azure AD, Google Workspace, and OneLogin.
• Troubleshoot API-driven workflows involving token generation, permission scopes, and integration errors.
• Review system logs, audit trails, authentication traces, assertions, token payloads, and error messages to identify misconfigurations and failed workflows.
• Own customer issues from start to finish and resolve product-related questions through phone, chat, email, and video conferencing.
• De-escalate issues and help customers optimize Rippling products.
• Act as a product expert for customers and coworkers.
• Share product and process improvement opportunities with Product and Engineering teams.
• Meet schedules and manage changing priorities and deadlines.

Requirements

• Bachelor's degree.
• 1–4 years of technical customer support experience.
• Familiarity with identity providers and SaaS integrations.
• Understanding of SSO concepts, including SAML, OAuth/OIDC, SCIM, certificates, and user/session lifecycle fundamentals.
• Working knowledge of APIs, authentication, tokens, permissions/scopes, and basic API responses.
• Ability to analyze logs, assertions, token payloads, audit trails, and integration errors.
• Knowledge of access policies, role-based permissions, provisioning workflows, and identity governance.
• Strong problem-solving, time-management, prioritization, organizational, and communication skills.
• Flexibility with changing responsibilities.
• Ability to work a shift between 9am and 6pm PST while residing in a Pacific or Mountain timezone state.

Compensation and Benefits

• $23.49 per hour for Tier 2 locations.
• $22.19 per hour for Tier 3 locations.
• Competitive benefits and equity.