CIAM Technical Support Analyst – Ping Identity

Location: Remote – Anywhere in Canada

Duration: 6-month contract, with strong potential for extension

Openings: 3

Opportunity Overview

One of Millenilink's clients in the managed services industry is seeking three (3) CIAM Technical Support Analysts for six-month contracts, with strong potential for extension.

The successful candidates will provide day-to-day operational support for an enterprise Customer Identity and Access Management (CIAM) platform , troubleshooting issues ranging from routine password resets and authentication failures to complex Level 3 (L3) technical incidents.

Ping Identity experience is preferred; however, candidates with strong experience supporting other enterprise CIAM platforms will also be considered.

This is a customer-facing role requiring excellent communication skills and the ability to collaborate with both business users and technical stakeholders.

Key Responsibilities

• Provide L1–L3 operational and technical support for an enterprise CIAM platform.
• Troubleshoot authentication, authorization, login, password reset, MFA and access management issues.
• Investigate complex incidents through log analysis, configuration reviews and integration troubleshooting.
• Manage incidents, service requests and escalations in accordance with established SLAs.
• Collaborate with application, infrastructure, security and identity management teams to resolve issues.
• Communicate directly with customers and technical stakeholders regarding incident status and resolution.
• Document troubleshooting procedures, resolutions and recurring issues.

Mandatory Qualifications

In order to qualify for this opportunity, candidates MUST HAVE:

• Hands-on experience supporting an enterprise CIAM platform in a production environment, including Ping Identity or comparable solutions such as:
• PingOne for Customers / PingOne Advanced Identity Cloud
• ForgeRock Identity Platform
• Auth0 / Okta Customer Identity
• SAP Customer Data Cloud (Gigya)
• Strong L2/L3 troubleshooting experience involving customer authentication, authorization and identity-related incidents.
• Working knowledge of OAuth 2.0, OpenID Connect (OIDC), SAML and SSO .
• Experience with incident management, ticket resolution and technical escalations.
• Excellent customer-facing communication skills , with the ability to engage effectively with both non-technical customers and technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to work independently in a remote environment.

Nice-to-Have Qualifications

• Direct experience supporting Ping Identity CIAM environments , including PingFederate, PingAccess, PingDirectory or PingOne DaVinci.
• Experience troubleshooting REST APIs, authentication logs and identity integrations.
• Familiarity with ITIL processes and managed services environments.
• Experience supporting large enterprise customers.

Location: Candidates must be based in Canada. This opportunity is fully remote.