Senior Support Engineer — IAM & Cloud Solutions

Ping Identity; United States; On-site; USD 70,000 - 87,000; Full time

Benefits offered by this job

Generous PTO

Parental Leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset (US)

Job summary

Ping Identity in the United States is seeking a Senior Support Engineer to be a customer-facing technical lead for top-tier clients. You will troubleshoot, resolve complex issues, and work cross-functionally with Engineering, SRE, Product Management and Customer Success to keep customers' operations running smoothly.

You will own end-to-end problems, mentor peers, contribute to knowledge bases, and help ensure ISO27001/9001 practices are followed.

Qualifications

• Bachelor's degree in Computer Engineering, CIS, MIS, CS or equivalent.
• 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, adaptive.
• Solid knowledge: REST API, SSL/TLS, IPv4, JSON, LDAP, Proxies.
• Experience with Linux (administration & troubleshooting), Virtualization (enterprise), Cloud platforms (AWS, Azure, GCP).

Responsibilities

• Interacting with customers to identify and resolve technical issues.
• Meet or exceed customer expectations on response quality and time.
• Own end-to-end customer issues from initial troubleshooting to resolution.
• Collaborate with Support, Engineering, SREs, PM and Customer Success teams.
• Reproduce customer problems internally to enable resolution development and testing.
• Document bugs and provide information to Engineering.

Skills

Excellent communication

Troubleshooting

Collaboration

Education

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

Tools

REST API

SSL/TLS

IPv4

JSON

LDAP

Proxies

Linux

Virtualization

Cloud platforms (AWS, Azure, GCP)

Job description

Ping Identity in the United States is seeking a Senior Support Engineer to be a customer-facing technical lead for top-tier clients. You will troubleshoot, resolve complex issues, and work cross-functionally with Engineering, SRE, Product Management and Customer Success to keep customers' operations running smoothly.

You will own end-to-end problems, mentor peers, contribute to knowledge bases, and help ensure ISO27001/9001 practices are followed.