About the role
About
the team: The Technical Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed. Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally, our team is driven by a commitment to personal and professional growth, with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform. At Rippling, we are actively seeking enthusiastic individuals to join our Technical Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation, and we are committed to providing ample opportunities for professional development. If you are motivated, quick to adapt, and excited about contributing to a team that helps businesses operate more efficiently, we encourage you to apply and bring your unique talents to Rippling. What you will do: This role will contribute across multiple domains. Specifically, our IT-focused area of 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. 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. What you will need: Bachelor's degree 1-4 years of customer support experience in a Technical Support domain and should have: 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 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
