Senior Technical Support Engineer - Elite

📋 Description

• • As a Senior Technical Support Engineer on the Elite team at Ping Identity, you will be at the forefront of ensuring our most valued, top-tier customers experience seamless digital interactions. This critical customer-facing role is dedicated to providing an exceptional level of support, acting as a specialist who resolves complex technical issues and ensures the continuous operation of Ping Identity's intelligent, cloud identity platform. Your expertise will directly contribute to our mission of making digital experiences secure and seamless, empowering users to shop, work, bank, and interact with confidence and without friction. You will be instrumental in upholding Ping Identity's commitment to digital freedom, both for our customers and within our own inspiring company culture.
• • In this dynamic role, your day-to-day responsibilities will encompass a wide range of critical support functions. You will engage directly with customers, responding with professionalism and efficiency to identify and resolve intricate technical challenges. A key aspect of your work will be taking end-to-end ownership of assigned customer issues, from initial troubleshooting and in-depth root cause analysis to the successful resolution of problems. This requires a dedicated, patient, and committed approach, coupled with the ability to think logically and creatively. Your detail-oriented working style will ensure that all troubleshooting angles are thoroughly covered and meticulously documented. You will communicate extensively with customers and partners through our online support tool, as well as via audio and video calls, including screen-sharing sessions, which will be a regular part of your workflow. Collaboration is paramount; you will work closely with internal teams including Support, Engineering, Site Reliability Engineers (SREs), Product Management, and Customer Success, always demonstrating respect for all team members and customers. To facilitate effective resolutions, you will be tasked with reproducing customer-reported problems internally, enabling the development and rigorous testing of solutions. Furthermore, you will collect vital information and document bugs for the Engineering team when product or service issues impact customers. Your insights will be invaluable in providing feedback to the training and documentation teams, helping to proactively address common or emerging issues before they escalate. You will ensure that best practices are consistently followed and processes are adhered to, with a particular focus on ISO27001/9001 compliance, security incidents, and data breaches. Your ability to actively prioritize tasks and manage your workload with self-discipline and excellent timekeeping will be essential for success.
• • You will embody an 'always-learning' mentality, approaching knowledge limitations with humility and a strong capacity to learn from both experience and instruction. A willingness to share your knowledge generously with team members and customers is highly valued. You will participate in a rotating weekend queue manager and on-call roster, as well as scheduled public holiday coverage, ensuring continuous support availability. Clear and concise communication with all stakeholders—customers, team members, other departments, and management—is a non-negotiable aspect of this role. When required, you will lead escalation calls, briefing stakeholder management on support cases and assisting in the creation of action plans designed to resolve customer issues with utmost speed. This involves demonstrating empathy for the customer's situation and listening intently to fully understand their challenges. A significant part of your role will involve mentoring other team members, assisting with complex tickets, promoting best practices in customer service and troubleshooting, and creating and reviewing knowledge base articles. You will develop deep subject matter expertise in Ping Identity's products and services, while also building a broad understanding of platform-wide interconnections. Your creative thinking, business acumen, and technical analysis skills will be leveraged to go beyond existing industry standard practices, adjusting current processes and creating new ones to delight our customers. A demonstrated independent interest in advanced technologies is highly encouraged.
• • In this role, you will have the opportunity to grow significantly as a technical expert and a leader within the support organization. You will gain in-depth knowledge of Ping Identity's cutting-edge identity and access management solutions, becoming a go-to resource for complex technical challenges. You will hone your troubleshooting, communication, and problem-solving skills to an elite level, directly impacting customer satisfaction and retention. By mentoring junior team members and contributing to process improvements, you will develop leadership capabilities and influence the team's direction. You will also play a role in shaping the future of our products by providing critical feedback to Engineering and Product Management. This position offers a unique chance to lead by example with an excellent work ethic and a positive mentality, steering the team through difficult issues while upholding best practices. Furthermore, you will contribute to the technical screening, interviewing, and final selection of new team members, actively participating in building a high-performing support organization. Your increasing contributions will impact not only the product/service but also the wider global team, solidifying your position as a key player at Ping Identity.
• • About the team and company: Ping Identity is a global leader in intelligent, cloud identity solutions, dedicated to making digital experiences secure and seamless. We champion every identity, celebrating differences and empowering employees to bring their authentic selves to work. Our culture is built on digital freedom, fostering a flexible, collaborative, and innovative environment. We serve over half of the Fortune 100 companies, fundamentally changing how businesses approach cybersecurity and identity management. The Elite Support team comprises specialists committed to providing an exceptional level of service to our most important enterprise clients, ensuring their continuous operation and satisfaction.
• • What you can learn or achieve: This role offers unparalleled opportunities for professional development. You will deepen your expertise in identity and access management (IAM), cloud technologies (AWS, Azure, GCP), and various technical protocols and systems. You will refine your ability to manage complex, high-stakes customer escalations and develop strong leadership and mentoring skills. Achieving success in this role means becoming a recognized expert within Ping Identity, contributing to product improvements, and significantly enhancing the customer experience for our elite clientele.