Senior Technical Support Engineer - Shifted Work Week

The role

You will work in a customer-facing capacity dedicated to top tier customers to ensure a seamless experience using products. You will resolve technical issues by working cross-functionally to find efficient solutions.

What you will do

• Interacting with customers to identify and resolve technical issues
• Taking end-to-end ownership of assigned customer issues
• Communicating with customers and partners via online tools, audio, video, and screen-sharing
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams
• Reproducing customer problems internally
• Collecting information and documenting bugs with Engineering
• Providing feedback to training and documentation teams
• Ensuring compliance with ISO27001/9001, security incidents and data breaches
• Participating in weekend queue manager/on-call rosters and public holiday coverage
• Leading escalation calls and mentoring other team members

Required qualifications

• Minimum of 8 years of related experience with a Bachelor’s degree; or equivalent experience
• Excellent Communication: verbal, written, listening, present confidently, know audience
• Excellent Troubleshooting: analytical, creative thinking, inquisitive, resilient, adaptive
• Solid knowledge: REST API, SSL/TLS, IPv4, JSON, LDAP, Proxies
• Experienced working with Linux (administration & troubleshooting)
• Experienced working with Virtualization (enterprise environment)
• Experienced working with Cloud-based platforms (AWS, Azure, Google Cloud Platform)

Nice to have

• Technical Degree plans: Computer Engineering, CIS, MIS, CS
• Support experience with IAM(Identity Access Management) software
• Preferred work location: US West Coast

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

About the company

Ping Identity is headquartered in Denver, Colorado and has offices and employees around the globe. Their intelligent, cloud identity platform serves large enterprises, including more than half of the Fortune 100.