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.
Maintainer signals as of 8/29/2026
Funding history
Investors
Projects
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 provide customer-facing technical support for complex issues, troubleshoot problems from initial investigation through resolution, and communicate through support tools, calls, and screen-sharing sessions. You will reproduce issues, document bugs, coordinate escalations, mentor colleagues, maintain product expertise, follow security and compliance processes, and participate in on-call coverage.
Requirements
- Technical degree in computer engineering, CIS, MIS, or computer science preferred
- At least 8 years of related experience with a bachelor’s degree or equivalent experience
- Excellent verbal, written, listening, and presentation communication skills
- Excellent analytical troubleshooting and creative problem-solving skills
- Knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and proxies
- Experience with Linux administration and troubleshooting
- Experience with enterprise virtualization
- Experience with AWS, Azure, or Google Cloud Platform
- Strong collaboration and teamwork skills
- Experience supporting identity and access management software preferred
- US West Coast work location preferred
Responsibilities
- Interact with customers and resolve technical issues
- Own customer issues from troubleshooting through root-cause analysis and resolution
- Communicate with customers and partners through support tools, calls, and screen-sharing sessions
- Collaborate with support, engineering, SRE, product management, and customer success stakeholders
- Reproduce customer problems internally
- Document product and service bugs for engineering
- Provide feedback for training and documentation
- Follow ISO27001 and ISO9001, security incident, and data breach processes
- Prioritize workload and maintain effective timekeeping
- Participate in weekend queue management, on-call, and public holiday coverage
- Lead escalation calls and create issue action plans
- Mentor team members and review knowledge base articles
- Develop product and platform expertise
- Improve support processes and customer outcomes
- Contribute to technical screening and interviews
- Handle urgent tickets and customer issues
Benefits
- Generous paid time off and holiday schedule
- Parental leave
- Progressive healthcare options
- Retirement programs
- Education reimbursement
- Commuter offset for specific locations
- Employee Resource Groups
- Regular company and team bonding events
- Global volunteering and community initiatives