Senior IAM Support Engineer - Customer-Facing Escalation Lead

Ping Identity Corporation; California; 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

Opportunity for Education Reimbursemen

Commuter Offset (Specific locations)

Job summary

Ping Identity Corporation seeks a Senior Support Engineer to ensure seamless operation and resolution of complex issues for top-tier customers. You will troubleshoot, coordinate with engineering, and guide customers through technical challenges across cloud identity products.

The role requires strong communication, 8+ years of experience, Linux and cloud platforms familiarity, and a proactive, learning-oriented mindset to uphold security and reliability standards.

Qualifications

• Technical degree plans preferred
• Minimum of 8 years of related experience with a Bachelor's degree; or equivalent experience
• Excellent communication: verbal, written, listening, present confidently
• Excellent troubleshooting: analytical, creative thinking, inquisitive, resilient
• 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 professionally and efficiently to identify and resolve technical issues
• Meeting or exceeding customer expectations on response quality, timeliness and experience
• Taking end-to-end ownership of assigned customer issues including initial troubleshooting and resolution
• Communicating with customers and partners via online support tool, audio and video calls, and screen-sharing
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams
• Reproducing customer problems internally to enable resolution and testing
• Collecting information and documenting bugs with Engineering
• Providing feedback to training/documentation teams to address issues
• Adhering to ISO27001/9001 compliance, security incidents and data breaches procedures
• Prioritizing tasks with self-discipline and good timekeeping
• Adopting a learning mindset and sharing knowledge with team
• Participating in on-call rosters and holiday coverage
• Leading escalation calls and creating action plans to resolve issues quickly
• Mentoring team members and promoting best practices in troubleshooting
• Developing product/service expertise and cross-technology understanding
• Driving process improvements to delight customers
• Leading by example with strong work ethic and positive mindset
• Contributing to technical screening and hiring
• Increasing contributions to product and wider team
• Being first point of contact for urgent tickets and issues

Skills

Communication

Troubleshooting

REST API

SSL/TLS

IPv4

JSON

LDAP

Proxies

Linux

Virtualization

Cloud Platforms

Collaboration

Education

Bachelor's degree in Computer Engineering, CIS, MIS, CS

Job description

Ping Identity Corporation seeks a Senior Support Engineer to ensure seamless operation and resolution of complex issues for top-tier customers. You will troubleshoot, coordinate with engineering, and guide customers through technical challenges across cloud identity products.

The role requires strong communication, 8+ years of experience, Linux and cloud platforms familiarity, and a proactive, learning-oriented mindset to uphold security and reliability standards.