Senior Technical Support Engineer - Shifted Work Week

Ping Identity; Denver (CO); Remote; USD 90,000 - 140,000; Full time

Job summary

Ping Identity in the United States (remote) is seeking a Senior Technical Support Engineer to join our shift-based support model. You will work with top-tier customers, troubleshoot complex issues, and ensure ongoing operation of our identity security platform.

You will own end-to-end problem resolution, collaborate with Engineering, SRE, Product Management and Customer Success, and communicate clearly through our support tools and video calls.

Qualifications

• Experience in technical customer support for enterprise software.
• Ability to troubleshoot complex issues and identify root causes.
• Strong written and verbal communication.

Responsibilities

• Interact with customers to identify and resolve technical issues.
• Own end-to-end resolution and ensure continuous operation of Ping Identity services.
• Collaborate with Support, Engineering, SRE, Product Management and Customer Success.
• Reproduce customer problems internally to facilitate resolution and testing.

Skills

Customer-facing communication

Troubleshooting

Root cause analysis

Cross-functional collaboration

Documentation

Job description

Senior Technical Support Engineer - Shifted Work Week

USA - Remote

About Ping Identity:

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

Role Purpose Statement: As a Senior Support Engineer, you will be working in a customer-facing capacity dedicated to our top tier customers, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help with the resolution of any problems, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.
Work Schedule
Shift would be Thursday to Monday
Hours are defined based on the follow-the-sun model to ensure global support, requiring specific shifts to align with this approach - these will be normal business hours in your regional time zone.

Main Responsibilities:

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
• Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. Ability to think logically and creatively, with a detail-oriented working style, such that all angles of troubleshooting/resolution are covered and captured
• Communicating with customers and partners through the online support tool, and via audio (top tier customers may call in directly) and video calls and screen-sharing sessions which will occur regularly
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
• Reproducing customer problems internally, to enable the development and testing of a resolution
• Collecting information and documenting bugs with Engineering for the product/service issues that are