Senior IAM Support Engineer — Enterprise Cloud

Ping Identity; United States, Northern America, Americas; Hybrid; USD 70,000 - 87,000; Full time

Job summary

Ping Identity is seeking a Senior Support Engineer to work closely with our top-tier customers, ensuring a seamless experience using our cloud identity platform. You will take ownership of issues from initial troubleshooting to resolution, coordinating with Engineering, SREs, Product Management, and Customer Success to resolve complex problems.

You will leverage strong debugging skills in REST APIs, SSL/TLS, and cloud platforms, while collaborating across teams to maintain high service quality

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 product/service issues
• Providing feedback to 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
• Leading escalation calls and creating action plans to solve customer issues
• Mentoring other team members and creating knowledge base articles
• Developing subject matter expertise in the product/service and platform interconnections
• Participating in screening and interviewing new team members
• Being the first point of call for Urgent tickets and customer issues

Skills

Excellent Communication

Troubleshooting

Analytical thinking

Team collaboration

Problem solving

Education

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

Equivalent experience

Tools

Linux

Virtualization

AWS

Azure

Google Cloud Platform

Job description

Ping Identity is seeking a Senior Support Engineer to work closely with our top-tier customers, ensuring a seamless experience using our cloud identity platform. You will take ownership of issues from initial troubleshooting to resolution, coordinating with Engineering, SREs, Product Management, and Customer Success to resolve complex problems.

You will leverage strong debugging skills in REST APIs, SSL/TLS, and cloud platforms, while collaborating across teams to maintain high service quality