Senior Support Engineer, IAM | Global, Customer-Focused

Ping Identity; Oregon; Híbrido; USD 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous PTO & Holiday Schedule

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset (Specific locations)

Descripción de la vacante

Ping Identity seeks a Senior Support Engineer to support top-tier customers, diagnosing and resolving technical issues across our identity platform. You will collaborate with cross-functional teams to ensure continuous operation and exceptional customer experiences, while upholding ISO27001/9001 standards and security practices.

The role follows a follow-the-sun support model, with weekend/on-call coverage and a strong emphasis on learning and mentoring teammates.

Formación

• 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.

Responsabilidades

• Interacting with customers, responding professionally and efficiently to resolve technical issues.
• Meeting or exceeding customer expectations on response quality and timeliness.
• Taking end-to-end ownership of assigned customer issues and root-cause analysis.
• Communicating with customers and partners via support tools, calls and screen-sharing sessions.
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams.
• Documenting bugs with Engineering and providing feedback to training and documentation teams.
• Leading escalation calls and creating action plans to solve issues quickly.

Conocimientos

REST API

SSL/TLS

IPv4

JSON

LDAP

Proxies

Linux

Virtualization

AWS

Azure

Google Cloud Platform

Excellent communication

Teamwork

Educación

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

Herramientas

Linux

Virtualization

AWS

Azure

Google Cloud Platform

Descripción del empleo

Ping Identity seeks a Senior Support Engineer to support top-tier customers, diagnosing and resolving technical issues across our identity platform. You will collaborate with cross-functional teams to ensure continuous operation and exceptional customer experiences, while upholding ISO27001/9001 standards and security practices.

The role follows a follow-the-sun support model, with weekend/on-call coverage and a strong emphasis on learning and mentoring teammates.