Senior Technical Support Engineer
Ping Identity Corporation is an active enterprise identity-security company offering the Ping Identity Platform for customer, B2B, workforce, and AI-agent identity use cases.
Funding history
Investors
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About Ping Identity Corporation
Ping Identity develops and operates identity and access management and identity-security products, including identity verification, identity management, authentication, authorization, threat protection, fraud prevention, and orchestration. Its offerings support multi-tenant SaaS, dedicated-tenant SaaS, self-managed software, and FedRAMP High deployments.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will support top-tier customers by troubleshooting and resolving technical issues from intake through root cause and resolution. You will reproduce problems, document bugs, lead escalation calls, collaborate across functions, mentor colleagues, maintain support knowledge, and participate in on-call and holiday coverage.
Requirements
- Minimum of 8 years of related experience with a Bachelor’s degree or equivalent experience
- Communication skills across verbal, written, listening, and presentation contexts
- Troubleshooting skills including analysis and creative thinking
- Knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and proxies
- Experience with Linux administration and troubleshooting
- Experience with enterprise virtualization
- Experience with cloud platforms including AWS, Azure, and Google Cloud Platform
- Collaboration and teamwork skills
Responsibilities
- Respond to customers and help identify and resolve technical issues
- Own assigned customer issues through troubleshooting, root-cause identification, and resolution
- Communicate with customers and partners through support tools, calls, video, and screen-sharing sessions
- Collaborate with Support, Engineering, SRE, Product Management, and Customer Success
- Reproduce customer problems internally
- Collect information and document product and service bugs with Engineering
- Provide feedback to training and documentation teams
- Follow best practices for ISO27001/9001 compliance, security incidents, and data breaches
- Participate in weekend on-call rosters and public holiday coverage
- Lead escalation calls and create action plans for customer issues
- Mentor team members, support complex tickets, and create and review knowledge-base articles
- Develop product and service expertise
- Improve support processes using business and technical analysis
- Contribute to screening, interviewing, and selecting team members
- Serve as the first point of contact for urgent tickets and customer issues
Benefits
- Generous PTO and holiday schedule
- Parental leave
- Healthcare options
- Retirement programs
- Education reimbursement
- Commuter offset in specific locations
- Employee Resource Groups
- Company and team bonding events
- Global volunteering and community initiatives