Senior Technical Support Engineer - Global, Follow-the-Sun

Ping Identity; United States; On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Generous PTO

Parental Leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset (Location-specific)

Job summary

Ping Identity in Colorado is seeking a Senior Technical Support Engineer to ensure seamless customer experiences, providing high-quality technical assistance across multiple products.

You will join the global support team on a follow-the-sun schedule, including weekend shifts, handling escalations, phone support, and coordinating with Engineering, SREs, Product Management, and Customer Success to deliver timely resolutions.

Qualifications

• Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.
• Excellent verbal and written communication; support via web tickets, web conferencing and phone.
• Strong troubleshooting and collaboration skills.
• Ability to prioritise workload in a fast-paced follow-the-sun environment.
• Solid fundamentals of Internet protocols (HTTP, TLS/SSL) and networking.

Responsibilities

• Interact with customers, respond professionally, and help identify and resolve technical issues.
• Meet or exceed customer expectations on response quality and timeliness.
• Act as Queue Manager during weekend shifts, triaging support requests.
• Provide technical support across multiple products and troubleshoot root causes.
• Elevate to Product SME as required and escalate cases as needed.
• Document bugs and collaborate with Engineering/Training on product issues.
• Prioritize tasks with self-discipline and good timekeeping.
• Participate in escalation calls to brief stakeholders and propose action plans.

Skills

Linux/Unix

Windows Server

HTTP/SSL

IPv4/IPv6

Java

Tomcat/JBoss

Apache/IIS

Cloud AWS/Azure/GCP

Virtualisation

Follow-the-sun support

Communication skills

Education

Bachelor’s degree

Tools

Docker

Kubernetes

Scripting

Job description

Ping Identity in Colorado is seeking a Senior Technical Support Engineer to ensure seamless customer experiences, providing high-quality technical assistance across multiple products.

You will join the global support team on a follow-the-sun schedule, including weekend shifts, handling escalations, phone support, and coordinating with Engineering, SREs, Product Management, and Customer Success to deliver timely resolutions.