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.ResponsibilitiesTroubleshoot and resolve authentication and authorization issues across SSO providers, including SAML, OAuth/OIDC, and SCIM provisioning flowsSupport 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 errorsReview system logs, audit trails, and authentication traces to identify misconfigurations, failed assertions, or unexpected behaviorResponsible for supporting our Rippling customers and resolving issues related to our productsTake charge of customer issues from start to finish - while working in a dynamic and fast-paced environmentLeverage phone, chat, email functionality, and video conferencing to help our customers optimize our productsDe-escalate and resolve issues by leveraging platform and industry expertiseBecome a product expert - you'll be a go-to resource for both customers and coworkersIdentify 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 featuresWork well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are metSkillsBachelor's degree1-4 years of customer support experience in a Technical Support domainFamiliarity with common identity providers (e.g., Okta, Azure AD, Google Workspace, OneLogin) and how they integrate with SaaS applicationsUnderstanding of SSO concepts such as SAML, OAuth/OIDC, SCIM, certificates, and user/session lifecycle fundamentalsWorking knowledge of how APIs function — including authentication, tokens, permissions/scopes, and reading basic API responses for troubleshootingAbility to analyze authentication or provisioning issues by reviewing logs, assertions, token payloads, audit trails, or integration error messagesComfortable navigating access policies, role-based permissions, user provisioning workflows, and identity governance conceptsStrong problem-solving mindset with curiosity to dig into integrations, debug complex workflows, and continuously build deeper identity expertiseTime management skills and ability to prioritizeFlexibility with changing job duties and responsibilitiesOrganizational skills and experience improving processesExcellent communication skills, both written and verbal (in English) in a technical environmentCurrently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PSTBenefitsCompetitive salaryBenefitsEquityCompany OverviewRippling is a workforce management platform that unifies HR, IT, and finance operations into a single system. It was founded in 2016, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.rippling.com.Company H1B SponsorshipRippling has a track record of offering H1B sponsorships, with 2 in 2025, 42 in 2024, 70 in 2023, 81 in 2022, 33 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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