Senior Technical Support Engineer II — Cloud Identity

Ping Identity; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive benefits

Generous PTO & Holidays

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Job summary

Ping Identity in Sydney, Australia, is seeking a Senior Technical Support Engineer II to ensure seamless customer experiences with high-quality technical assistance. You will join a global support team, handle product-specific cases, manage escalations, provide phone support, and respond to alerts, ensuring superior customer outcomes.

You will collaborate with Support, Engineering, SRE, Product Management and Customer Success, reproduce problems for testing, and contribute to documentation and

Qualifications

• Minimum 5+ years in related technical support or engineering role.
• Excellent verbal and written communication for web tickets, web conferences, and calls.
• Collaborative, able to work across teams and time zones.
• Ability to prioritize and adapt in a fast-paced follow-the-sun model.
• Strong listening and problem reproduction in a remote support context.
• Solid fundamentals of internet protocols (HTTP, TLS/SSL) and IP networking.
• Experience with Java and web containers; virtualization and cloud services.

Responsibilities

• Provide high-quality technical assistance to customers across multiple Ping Identity products.
• Manage case escalations, respond to alerts, and perform phone support.
• Act as queue manager during weekend shifts for efficient triage.
• Troubleshoot, identify root cause, and document bugs for engineering.
• Collaborate with support, engineering, SRE, product management and customer success teams.
• Reproduce customer problems internally to enable resolution testing.
• Follow ISO27001/9001 compliance and security incident procedures.

Skills

Linux/Unix/Windows

Java

HTTP/SSL

Web servers

Tomcat/JBoss

Cloud platforms

Communication

Support culture

Tiered escalation

Education

Bachelor’s degree or equivalent

Tools

Virtualization

Web conferencing tools

SQL databases

Job description

Ping Identity in Sydney, Australia, is seeking a Senior Technical Support Engineer II to ensure seamless customer experiences with high-quality technical assistance. You will join a global support team, handle product-specific cases, manage escalations, provide phone support, and respond to alerts, ensuring superior customer outcomes.

You will collaborate with Support, Engineering, SRE, Product Management and Customer Success, reproduce problems for testing, and contribute to documentation and