Senior Cloud Support Engineer - IAM & Security

Ping Identity; United States; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Generous PTO & Holiday Schedule

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset (Specific locations)

Job summary

Ping Identity seeks a Senior Support Engineer to serve top-tier customers, conducting troubleshooting, root-cause analysis, and cross-functional collaboration to ensure seamless operation of our security identity products. The role emphasizes customer experience, incident management, and proactive problem resolution.

The position requires extensive technical background in REST APIs, cloud platforms, Linux, and security practices, with on-call and weekend coverage as part of the schedule.

Qualifications

• Technical Degree plans preferred - Computer Engineering, CIS, MIS, CS
• Minimum of 8 years of related experience with a Bachelor's degree; or equivalent experience
• Excellent Communication: verbal, written, listening, present confidently, know audience
• Excellent Troubleshooting: analytical, creative thinking, inquisitive, resilient, adaptive
• Solid knowledge: REST API, SSL/TLS, IPv4, JSON, LDAP, Proxies
• Experienced working with Linux (administration & troubleshooting), Virtualization (enterprise environment), Cloud-based platforms (AWS, Azure, Google Cloud Platform)
• Strong collaboration and teamwork skills.

Responsibilities

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
• Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Communicating with customers and partners through the online support tool, and via audio and video calls and screen-sharing sessions.
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams.
• Reproducing customer problems internally, to enable the development and testing of a resolution.
• Collecting information and documenting bugs with Engineering for the product/service issues.
• Providing feedback to the training and documentation teams so that common or emerging issues can be addressed.
• Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches
• Actively prioritizing tasks/workload with self-discipline and good timekeeping
• Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations
• Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage
• Clearly communicating with all stakeholders - customers, team members, other departments, management
• Leading escalation calls, when required, to brief stakeholder management on support cases
• Frequently mentoring other team members, helping with complex tickets, promoting best practices around customer service and troubleshooting
• Developing a subject matter expertise in the product/service, whilst building a wide breadth of understanding of platform-wide interconnections
• Using your creative thinking, business and technical analysis skills to go beyond the existing industry standard practices
• Leading by example with an excellent work ethic and a positive mentality to steer the team through difficult issues
• Contributing to technical screening, interviewing and final selection of new team members
• Increasing contributions to the product/service and wider global team
• Being the first point of call for Urgent tickets and customer issues

Skills

Communication

Troubleshooting

REST API

SSL/TLS

IPv4

JSON

LDAP

Proxies

Linux Admin

Virtualization

Cloud platforms

Education

Bachelor's degree or equivalent

Job description

Ping Identity seeks a Senior Support Engineer to serve top-tier customers, conducting troubleshooting, root-cause analysis, and cross-functional collaboration to ensure seamless operation of our security identity products. The role emphasizes customer experience, incident management, and proactive problem resolution.

The position requires extensive technical background in REST APIs, cloud platforms, Linux, and security practices, with on-call and weekend coverage as part of the schedule.