As a Senior Technical Support Engineer, you will play a critical role in ensuring seamless customer experiences by providing high-quality technical assistance. You will be part of the global support team, working on a shifted schedule that includes weekends to ensure continuous support coverage. In this role, you will assist with product-specific cases, manage case escalations, provide phone support and respond to alerts, helping Ping Identity deliver superior customer support.

Work Schedule

There are two shift options, Thursday to Monday or Friday to Tuesday. 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.

Responsibilities

Interact with customers, providing professional and efficient assistance to identify and resolve technical issues. Meet or exceed customer expectations regarding response quality, timeliness, and overall experience. Act as Queue Manager (QM) during weekend shifts, managing case handling and triaging support requests. Provide technical support across multiple products, ensuring efficient troubleshooting, root cause identification, and issue resolution. Work within established product runbooks and escalate to on-call Product SMEs for products outside core expertise. Manage and respond to phone support and alerts, escalating cases as needed. Communicate with customers and partners via online support tools, audio/video calls, and screen-sharing sessions. Reproduce customer problems internally for resolution development and testing. Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams, demonstrating respect for all team members and customers. Collect information and document bugs with Engineering or Training/Documentation for impacting product/service issues. Actively prioritize tasks and workload with self-discipline and good timekeeping. Maintain an "always-learning" mentality, humble attitude about knowledge limitations, and ability to learn from experience. Participate in escalation calls to brief stakeholders and assist in creating action plans to resolve customer issues, showing empathy and active listening. Ensure best practices are followed and processes adhered to, especially concerning ISO27001/9001 compliance, security incidents, and data breaches.

Minimum 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 skills. Excellent troubleshooting skills. Demonstrable collaboration and teamwork skills. Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model. Ability to be a good listener and identify key information to reproduce customer problems remotely. Strong background working on Linux, Unix & Windows Enterprise Server OS, with mixed administration and troubleshooting skills. Solid understanding of the technical fundamentals of the Internet, including protocols such as HTTP, SSL, and IPv4/v6. Working knowledge of Java, web containers (e.g., Tomcat, JBoss), and web servers (e.g., Apache, IIS). Experience with virtualization in an enterprise environment. Experience with Cloud-based platform services (AWS, Azure, Google Cloud Platform).

Preferred Qualifications

DevOps deployments (Docker, Scripting, Kubernetes). Networking infrastructure (Proxies, Load balancers, Firewalls). Installing/tuning/code analysis of Java. Java performance analysis (Heap maps/JMAP/GC). Directory (LDAP, AD). Databases (SQL). Programming languages (JavaScript, Groovy).

Salary Range: $83,500 - $100,000 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.