Senior Technical Support Engineer

📋 Description

• • Ping Identity is seeking a Senior Technical Support Engineer to join its global support organization, a critical interface between the company and its valued customers and partners. This role is instrumental in ensuring customers can seamlessly and securely leverage Ping Identity's intelligent, cloud identity platform for their digital experiences. You will be at the forefront of resolving complex technical challenges, contributing to the company's mission of providing digital freedom without compromise, and upholding the core value of respecting individuality by empowering authentic self-expression in the workplace.
• • As a Senior Technical Support Engineer, your day-to-day responsibilities will involve tackling escalated customer engagements, requiring deep technical investigation into intricate issues and queries. You will utilize existing knowledge bases and dedicated test labs to diagnose and resolve problems efficiently. A key aspect of this role is proactive customer management, ensuring expectations are clearly set and met through frequent and transparent communication via phone, email, and internet meeting systems. You will also play an active role in the company's community system, engaging in public-facing Q&A to share expertise and assist other users. Furthermore, you will be expected to contribute valuable content to the company's knowledge base, enhancing resources for both customers and internal teams. This role also includes participation in an on-call rotation, ensuring continuous support coverage for global clients.
• • The Global Support Organization operates on a follow-the-sun, multi-site model, working around the clock to provide essential services that impact both customer workforces and their end-users. This collaborative environment is designed to help customers achieve success in the application, administration, and maintenance of Ping Identity's products. You will report to the Team Manager and will be part of a team of accomplished engineers, with opportunities for growth through Ping's established career ladder for support roles. The company fosters a flexible, collaborative, and innovative work environment, driven by can-do startup values and a commitment to hiring talented, smart, and genuinely nice people.
• • In this role, you will have the opportunity to deepen your expertise in Ping Identity's comprehensive suite of products, including PingAM, PingDS, PingAIC, PingGateway, and PingIDM, as well as various supported integration kits. You will gain invaluable experience in troubleshooting complex identity and access management (IAM) solutions within enterprise environments. The role offers a chance to develop advanced problem-solving skills, hone your communication and customer management abilities, and contribute directly to customer success and product improvement through knowledge base contributions and community engagement. By participating in the on-call rotation, you will gain exposure to a wide range of real-world scenarios, further accelerating your professional development in the cybersecurity and identity management space. Ping Identity's commitment to career growth ensures that you can build a long-term career path within the support organization.
• • The Senior Technical Support Engineer will be responsible for providing expert-level assistance to Ping Identity's global customer base, addressing complex technical issues related to the company's robust identity platform. This includes in-depth analysis and resolution of problems concerning PingAM, PingDS, PingAIC, PingGateway, and PingIDM, as well as any associated integration kits. The role demands a proactive approach to customer communication, managing expectations, and ensuring timely resolution of support tickets. You will be a key contributor to the company's knowledge management efforts, documenting solutions and best practices to empower both customers and colleagues. Your participation in the on-call rotation will ensure 24/7 support coverage, a critical component of Ping Identity's service offering. This position offers a unique opportunity to work with cutting-edge identity security technologies and contribute to the success of some of the world's largest enterprises, all within a supportive and growth-oriented team environment. The company culture emphasizes respect for individuality and encourages employees to bring their authentic selves to work, fostering a sense of belonging and collaboration. You will be part of a team that is dedicated to changing the way businesses and people think about cybersecurity and digital identity management, making a tangible impact on how users interact securely in the digital world. The collaborative nature of the Global Support Organization, operating on a follow-the-sun model, provides exposure to diverse global challenges and solutions, enriching your professional experience and broadening your technical perspective. You will also have the chance to learn from and mentor other engineers, contributing to the overall technical excellence of the support team. The career ladder within Ping Identity's support structure provides a clear path for advancement and skill development, ensuring continuous learning and professional growth throughout your tenure.