Senior Technical Support Engineer II - Global, Shift-Ready

Ping Identity; Sydney; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Generous PTO & Holiday Schedule

Progressive Healthcare Options

Education Reimbursement

Commuter Offset (Specific locations)

Global volunteering and community

Job summary

Ping Identity is seeking a Senior Technical Support Engineer II to ensure seamless customer experiences through high-quality technical assistance. You will be part of a global team with a shifted schedule, including weekend coverage, handling product-specific cases and escalations.

You will troubleshoot across Linux/Unix/Windows, Java and web servers, supporting cloud platforms like AWS, Azure, and GCP. Collaboration, proactive communication, and a customer-first mindset are essential to succeed

Qualifications

• Minimum 5+ years of related experience with a Bachelor’s degree or equivalent.
• Excellent verbal and written communication; support via ticketing, web conferencing and phone.
• Demonstrated collaboration and teamwork skills in a fast-paced, follow-the-sun model.
• Ability to prioritize workload and adapt to a dynamic support environment.
• Strong understanding of Internet fundamentals (HTTP, SSL, IPv4/IPv6) and familiarity with Java/web servers.
• Experience with virtualization and cloud platforms (AWS/Azure/GCP).

Responsibilities

• Interact with customers and resolve technical issues professionally and efficiently.
• Meet or exceed customer expectations on response quality and timeliness.
• Act as Queue Manager during weekend shifts for efficient case handling.
• Provide technical support across multiple Ping Identity products.
• Escalate cases to on-call Product SME when needed and document learnings.
• Communicate with customers via support tool, calls, screen-sharing sessions.
• Reproduce customer problems internally to aid development/testing of resolutions.
• Collaborate with Support, Engineering, SREs, Product Management and Customer Success teams.
• Collect information and document bugs for product/service issues.
• Prioritize tasks with self-discipline and maintain good timekeeping.
• Participate in escalation calls to brief stakeholders and plan actions.

Skills

Excellent Communication

Teamwork

Prioritize workload

Active listening

Linux/Unix/Windows

HTTP/SSL/IP protocols

Java/Web servers

Virtualisation

Cloud platforms

Education

Bachelor’s degree or equivalent

Tools

Java

Tomcat

JBoss

Apache

IIS

Linux

Windows Server

AWS

Azure

GCP

Job description

Ping Identity is seeking a Senior Technical Support Engineer II to ensure seamless customer experiences through high-quality technical assistance. You will be part of a global team with a shifted schedule, including weekend coverage, handling product-specific cases and escalations.

You will troubleshoot across Linux/Unix/Windows, Java and web servers, supporting cloud platforms like AWS, Azure, and GCP. Collaboration, proactive communication, and a customer-first mindset are essential to succeed