Senior Technical Support Engineer — Customer-Impact Leader

pingidentity; United States; On-site; USD 100,000 - 140,000; Full time

Job summary

Ping Identity is seeking a Senior Support Engineer to work with top-tier customers, ensuring seamless use of our products and rapid resolution of issues. You will troubleshoot, coordinate with cross-functional teams, and maintain a high standard of service and security practices.

You will lead investigations, document root causes, and help drive continuous improvement in processes and knowledge sharing across the support organization.

Qualifications

• Experience in enterprise customer support.
• Ability to troubleshoot complex issues.
• Willingness to participate in on-call rosters.

Responsibilities

• Interacting with customers to identify and resolve technical issues.
• Meet or exceed response quality and timeliness expectations.
• Own end-to-end customer issues from initial troubleshooting to resolution.
• Collaborate with Support, Engineering, SRE, Product Management and Customer Success.
• Reproduce customer problems to enable testing and resolution.
• Document bugs and provide feedback to improve training and docs.
• Follow ISO27001/9001 and security incident procedures.

Skills

Customer support

Troubleshooting

Communication

Cross-functional collaboration

Tools

CRM tools

Job description

Ping Identity is seeking a Senior Support Engineer to work with top-tier customers, ensuring seamless use of our products and rapid resolution of issues. You will troubleshoot, coordinate with cross-functional teams, and maintain a high standard of service and security practices.

You will lead investigations, document root causes, and help drive continuous improvement in processes and knowledge sharing across the support organization.