Senior Technical Support Engineer - Shifted Work Week

pingidentity; United States; Remote; USD 95,000 - 130,000; Full time

Job summary

pingidentity is seeking an experienced support engineer to provide advanced, customer-facing technical support for enterprise accounts using identity and access management products. You will own complex issues from investigation to resolution, coordinating with internal teams to maintain service continuity.

The role operates on a Thursday–Monday schedule with follow-the-sun coverage to align regional business hours.

Qualifications

• Minimum eight years of related experience with a bachelor’s degree or equivalent practical experience.
• Excellent verbal, written, listening, and presentation skills for diverse audiences.
• Strong analytic troubleshooting, attention to detail, resilience, and creative problem-solving.

Responsibilities

• Troubleshoot customer issues across support channels (cases, calls, video meetings, screen sharing).
• Own cases end-to-end: investigate, reproduce, identify causes, drive resolution.
• Coordinate with engineering, reliability, product, customer success, and support teams; document bugs.

Skills

Verbal communication

Written communication

Analytical troubleshooting

Problem solving

Presentation skills

Collaboration

Time management

Education

Bachelor’s degree or equivalent practical experience

Tools

REST APIs

SSL/TLS

LDAP

JSON

Job description

Role overview

Provide advanced, customer-facing technical support to major enterprise accounts using identity and access management products. You will take ownership of complex issues from initial investigation through resolution, coordinate with internal technical teams, and help customers maintain service continuity. The schedule is Thursday through Monday, with regional business hours under a follow-the-sun support model.

Responsibilities

• Troubleshoot customer issues across support channels, including written cases, calls, video meetings, and screen sharing.
• Own cases end to end: investigate, reproduce problems internally, identify likely causes, and drive resolution.
• Coordinate with engineering, reliability, product, customer success, and support colleagues; document bugs and relevant evidence for product teams.
• Lead escalation calls when needed, align stakeholders on action plans, and communicate progress clearly and empathetically.
• Identify recurring issues and share findings with training and documentation teams; follow security, data incident, and quality processes.
• Prioritize workload, participate in weekend queue management and on-call rotations, and provide scheduled public holiday coverage.

Requirements

• At least eight years of related experience with a bachelor's degree, or equivalent practical experience.
• Strong verbal, written, listening, and presentation skills, with the ability to adapt communication to different audiences.
• Excellent analytical troubleshooting, attention to detail, resilience, and creative problem-solving.
• Solid knowledge of REST APIs, SSL/TLS, IPv4, JSON, LDAP, and proxies.
• Experience administering and troubleshooting Linux, enterprise virtualization, and cloud platforms such as AWS, Azure, or Google Cloud.
• Strong collaboration, self-management, and timekeeping skills.

Nice to have

Experience supporting identity and access management software. The listing gives preference to candidates on the U.S. West Coast.

Benefits and work setup

The Thursday-to-Monday schedule supports global coverage and follows normal business hours in the employee's region. Listed benefits include paid time off and holidays, parental leave, healthcare, retirement programs, education reimbursement, and commuter support in some locations.