Senior Technical Support Engineer II — Cloud Identity

Resume Skip; Sydney; On-site; AUD 110,000 - 140,000; Full time

Job summary

Ping Identity is seeking a Senior Technical Support Engineer II to join our global support team. You will handle product-specific cases, manage escalations, provide phone support and respond to alerts, ensuring seamless customer experiences across a shifted schedule including weekends.

You will collaborate with Support, Engineering, SREs and Product Management, troubleshoot across multiple products, reproduce issues for resolution testing, and help protect security and compliance standards.

Qualifications

• Bachelor’s degree or equivalent experience + 5+ years in related roles.
• Excellent verbal and written communication; support via tickets, web conferencing and phone.
• Strong troubleshooting, collaboration, and ability to support follow-the-sun model.

Responsibilities

• Interact with customers to identify and resolve technical issues.
• Meet or exceed customer expectations on response quality and timeliness.
• Act as Queue Manager during weekend shifts.
• Provide technical support across multiple products with troubleshooting and root cause analysis.
• Escalate to on-call Product SME as needed.
• Manage phone support and alerts; escalate as required.
• Communicate via support tools, audio/video calls, and screen-sharing.
• Reproduce customer problems internally for resolution testing.
• Collaborate with Support, Engineering, SREs, Product Management and Customer Success.
• Collect information and document bugs with Engineering or Training/Documentation.
• Prioritize tasks with self-discipline and timekeeping.
• Adopt an always-learning mentality and be coachable.
• Participate in escalation calls and assist in action plans.
• Ensure best practices and ISO27001/9001 compliance, security incidents and data breaches.

Skills

Linux

Unix

Windows Server

HTTP/S

SSL/TLS

IPv4/IPv6

Java

Tomcat

JBoss

Apache/IIS

Virtualisation

AWS

Azure

GCP

Docker

Kubernetes

Scripting

JavaScript

Groovy

LDAP/AD

SQL

Education

Bachelor’s degree

Tools

Tomcat

JBoss

Apache

IIS

Docker

Kubernetes

Job description

Ping Identity is seeking a Senior Technical Support Engineer II to join our global support team. You will handle product-specific cases, manage escalations, provide phone support and respond to alerts, ensuring seamless customer experiences across a shifted schedule including weekends.

You will collaborate with Support, Engineering, SREs and Product Management, troubleshoot across multiple products, reproduce issues for resolution testing, and help protect security and compliance standards.