Senior Technical Support Engineer — Cloud IAM (US West)

Ping Identity; California City (CA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Generous PTO & Holidays

Parental Leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Job summary

Ping Identity is seeking a Senior Support Engineer to work in a customer-facing role for top-tier clients, ensuring seamless operation of our identity platform. You will troubleshoot, resolve issues, and coordinate with cross-functional teams to deliver rapid, effective solutions.

You will take ownership of complex tickets, document root causes, and contribute to knowledge base content while maintaining security and compliance standards.

Qualifications

• Technical Degree plans preferred in CS/CE/CIS/MIS.
• Minimum of 8 years of related experience with a Bachelor’s degree; or equivalent experience.
• Excellent communication—verbal, written, listening and presentation.
• Excellent troubleshooting—analytical, creative thinking, inquisitive, resilient.
• Solid knowledge: REST API, SSL/TLS, IPv4, JSON, LDAP, Proxies.
• Experience with Linux administration, virtualization, and cloud platforms (AWS, Azure, GCP).
• Strong collaboration and teamwork skills.

Responsibilities

• Interact with customers, respond professionally, help identify and resolve issues.
• Meet or exceed customer expectations on response quality and timeliness.
• Own assigned issues end-to-end from troubleshooting to resolution.
• Communicate with customers and partners via support tool, calls, and screen-sharing sessions.
• Collaborate with Support, Engineering, SRE, Product, and Customer Success teams.
• Reproduce customer problems internally to validate resolutions.
• Document bugs and provide feedback to training/documentation teams.
• Ensure ISO27001/9001 compliance and security best practices.

Skills

Excellent communication

Troubleshooting

REST API

SSL/TLS

LDAP

Linux administration

Cloud platforms (AWS, Azure, GCP)

Team collaboration

Education

Bachelor's degree; or equivalent experience

Technical degree preferred (CS/CE/CIS/MIS)

Job description

Ping Identity is seeking a Senior Support Engineer to work in a customer-facing role for top-tier clients, ensuring seamless operation of our identity platform. You will troubleshoot, resolve issues, and coordinate with cross-functional teams to deliver rapid, effective solutions.

You will take ownership of complex tickets, document root causes, and contribute to knowledge base content while maintaining security and compliance standards.