Senior Technical Support Engineer – IAM & Cloud Platform

Ping Identity; United States; Remote; USD 70,000 - 87,000; Full time

Benefits offered by this job

Generous PTO & Holiday Schedule

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset (Specific locations)

Job summary

Ping Identity is seeking a Senior Support Engineer to support top-tier customers, ensuring seamless operation of our identity and access management products. You will lead troubleshooting, coordinate with cross-functional teams, and document issues for internal resolution.

This role emphasizes strong customer communication and problem-solving in a security-focused environment. The position requires 8+ years of relevant experience, a technical degree, and comfort with on-call duties and complex

Qualifications

• Bachelor's degree required or equivalent experience with 8+ years in related roles.
• Excellent communication and troubleshooting skills are essential.
• Strong collaboration across cross-functional teams and customer-facing environments.

Responsibilities

• Interacting with customers and resolving technical issues professionally and efficiently.
• Meet or exceed customer expectations on response quality and timeliness.
• Own end-to-end issues: troubleshoot, identify root cause, and resolve problems.
• Communicate with customers and partners via support tools, calls, and screen-sharing sessions.
• Collaborate with Support, Engineering, SREs, Product Management and Customer Success teams.
• Reproduce customer problems internally to enable development of resolutions.
• Document bugs with Engineering and provide feedback to training/documentation teams.
• Ensure ISO27001/9001 compliance, security incidents, and data breach processes.

Skills

Excellent Communication

Excellent Troubleshooting

Strong collaboration

Education

Bachelor's degree

Technical degree in Computer Engineering / CIS / MIS / CS

Tools

REST API

SSL/TLS

IPv4

JSON

LDAP

Proxies

Linux

Virtualization

AWS

Azure

Google Cloud Platform

Job description

Ping Identity is seeking a Senior Support Engineer to support top-tier customers, ensuring seamless operation of our identity and access management products. You will lead troubleshooting, coordinate with cross-functional teams, and document issues for internal resolution.

This role emphasizes strong customer communication and problem-solving in a security-focused environment. The position requires 8+ years of relevant experience, a technical degree, and comfort with on-call duties and complex