Senior Technical Support Engineer – IAM & Cloud Expert

Wwshemi; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive benefits

Education reimbursement

PTO and holidays

Job summary

Ping Identity is seeking a Senior Support Engineer to support top-tier customers, resolve complex technical issues, and collaborate with cross-functional teams. You will troubleshoot, reproduce issues, and document findings to help accelerate resolutions.

Role requires strong communication, 8+ years of related experience, and proficiency with Linux, cloud platforms and REST APIs. Expect a follow-the-sun schedule and a focus on security best practices.

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 and listening.
• Strong troubleshooting: analytical, creative, resilient.
• Experience with Linux, virtualization and cloud platforms (AWS/Azure/Google).
• Familiarity with REST APIs, SSL/TLS, JSON, LDAP and proxies.

Responsibilities

• Interact with customers, respond professionally, help identify and resolve issues.
• Meet or exceed customer expectations on response quality and experience.
• Take end-to-end ownership of issues from troubleshooting to resolution.
• Communicate with customers and partners via support tools, calls, and screen-sharing.
• Collaborate with Support, Engineering, SRE, Product and Customer Success.
• Reproduce problems internally to enable testing of resolutions.
• Document bugs with Engineering and provide feedback to improve training and KB.
• Ensure best practices and ISO27001/9001 compliance in processes.
• Prioritize tasks and adopt an always-learning mentality.
• Participate in on-call rosters and holiday coverage.
• Lead escalation calls and create action plans with stakeholders.
• Mentor teammates and contribute to product/service improvements.

Skills

REST API

SSL/TLS

IPv4

JSON

LDAP

Proxies

Linux

Virtualization

Cloud platforms

Excellent communication

Troubleshooting

Team collaboration

Education

Bachelor's degree or equivalent

Job description

Ping Identity is seeking a Senior Support Engineer to support top-tier customers, resolve complex technical issues, and collaborate with cross-functional teams. You will troubleshoot, reproduce issues, and document findings to help accelerate resolutions.

Role requires strong communication, 8+ years of related experience, and proficiency with Linux, cloud platforms and REST APIs. Expect a follow-the-sun schedule and a focus on security best practices.