Customer Support Specialist, IT-Apps

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It integrates payroll, expenses, benefits, and computers into a single system, enabling companies to manage and automate the entire employee lifecycle.

The Customer Support team at Rippling is dedicated to ensuring our customers have a seamless experience with our finance, HR, and IT platform. We provide expert guidance and swift resolution to technical challenges, support clients across time zones, and constantly innovate to enhance customer satisfaction.

• Contribute across multiple domains, focusing on 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 (Okta, Azure AD, Google Workspace, One Login).
• 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.
• Support Rippling customers and resolve issues related to our products.
• Take charge of customer issues from start to finish in a dynamic, fast‑paced environment.
• Leverage phone, chat, email, and video conferencing to help customers optimize our products.
• De‑escalate and resolve issues by applying platform and industry expertise.
• Become a product expert and serve as a go‑to resource for customers and coworkers.
• Identify areas of improvement and collaborate with Product and Engineering to suggest automation or new features.
• Work well under time constraints, meeting schedules and sometimes unexpected deadlines to ensure client needs are met.

• Familiarity with common identity providers (Okta, Azure AD, Google Workspace, One Login) and their SaaS integrations.
• Understanding of SSO concepts such as SAML, OAuth/OIDC, SCIM, certificates, and user/session lifecycle fundamentals.
• Working knowledge of API functions — authentication, tokens, permissions/scopes, and interpreting basic responses for troubleshooting.
• Ability to analyze provisioning or authentication issues through logs, assertions, token payloads, audit trails, or error messages.
• Comfort 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 deepen identity expertise.

• Bachelor's degree.
• 1‑4 years of customer support experience in a technical support domain, plus:
  • Familiarity with common identity providers (Okta, Azure AD, Google Workspace, One Login) and their SaaS integrations.
  • Understanding of SSO concepts such as SAML, OAuth/OIDC, SCIM, certificates, and user/session lifecycle fundamentals.
  • Working knowledge of API functions — authentication, tokens, permissions/scopes, and interpreting basic responses for troubleshooting.
  • Ability to analyze provisioning or authentication issues through logs, assertions, token payloads, audit trails, or error messages.
  • Comfort 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 deepen 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.
• Current residence in a Pacific or Mountain timezone state with ability to work a shift between 9 am to 6 pm PST.

Rippling is an equal‑opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. Rippling provides reasonable accommodations for candidates with disabilities.

This role will receive a competitive salary, benefits, and equity. Salary for US‑based employees aligns with the tiers below based on location:

• Tier 2: $23.49 per hour
• Tier 3: $22.19 per hour