Senior Technical Support Engineer
Ping Identity provides an identity security platform for the digital enterprise, offering identity, access management, orchestration, and fraud prevention solutions. They serve large organizations across government, financial services, healthcare, retail, and media & telco sectors.
Maintainer signals as of 8/23/2026
Funding history
Investors
About Ping Identity
Ping Identity offers the Ping Identity Platform, an identity security solution providing capabilities for identify, manage, access, and govern needs, with support for any identity and any experience. The platform is powered by Helix, an AI engine driving intelligent identity services, and supports orchestration through a no-code, drag-and-drop interface, decentralized identity with reusable verified credentials, and fraud prevention capabilities. Ping Identity serves some of the world's largest organizations, including government agencies (e.g., State of Connecticut), financial services firms (e.g., Coast Capital), healthcare companies (e.g., Philips), retailers (e.g., Best Buy), and media & telco companies (e.g., The BBC), helping them reduce fraud, improve customer experience, and scale digital identity services across 6,500+ orchestrated capabilities and 350+ connectors.
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