Senior Technical Support Engineer

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

About Ping Identity

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

About Ping Identity

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Role Purpose Statement

As a Senior Support Engineer, you will be working in a customer-facing capacity dedicated to our top tier customers, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help with the resolution of any problems, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.

Main 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. Showing dedication, patience and commitment to seeing problems through to resolution. Ability to think logically and creatively, with a detail-oriented working style, such that all angles of troubleshooting/resolution are covered and captured
• Communicating with customers and partners through the online support tool, and via audio (top tier customers may call in directly) and video calls and screen-sharing sessions which will occur regularly
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
• 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 that are impacting customers
• Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
• 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, and the ability to learn from experience and informal/formal instruction. Showing a willingness to share knowledge with team members and customers
• 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, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. Showing empathy for the customer's situation and listening with the intent to understand the situation clearly
• Frequently mentoring other team members, helping with complex tickets, promoting best practices around customer service and troubleshooting, creating and reviewing knowledge base articles
• 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, to adjust existing and create new process improvements to delight our customers. Showing a demonstrated independent interest in advanced technologies
• Leading by example with an excellent work ethic and a positive mentality to steer the team through difficult issues whilst following best practices
• 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

Required Skills & 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.

Preferred

• Support experience with IAM(Identity Access Management) software
• Preferred work location: US West Coast

Salary Range: $70,000 - $87,000

Life at Ping

We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.

Here are just a few of the things that make Ping special

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives

Our Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.