Senior Technical Support Engineer - Shifted Work Week

Ping Identity•Denver, CO

9d•$70,000 - $100,000

About The Position

Ping Identity is hiring a Senior Technical Support Engineer to provide customer-facing support to top-tier customers, helping them use the company’s products seamlessly and resolving issues that arise. The role takes ownership of customer problems from initial troubleshooting through root-cause identification and resolution, and works cross-functionally to maintain continuous operation of Ping Identity products and services. The position follows a Thursday-to-Monday schedule. Hours align with the follow-the-sun support model and are normal business hours in the employee’s regional time zone. The engineer also participates in weekend queue manager and on-call rotations, as well as scheduled public holiday coverage. The role is expected to mentor colleagues, lead escalations when needed, develop product and platform expertise, and contribute to team and product improvements. Ping Identity describes its environment as flexible and collaborative, with a culture that values individuality, inclusion, and learning. The listed salary range is $70,000–$100,000; compensation in Colorado is determined by factors including knowledge, skills, and abilities. The preferred work location is the US West Coast.

Requirements

At least 8 years of related experience with a bachelor’s degree, or equivalent experience.
Excellent verbal and written communication, listening, and presentation skills, with the ability to adapt to the audience.
Strong troubleshooting skills, including analytical and creative thinking, inquisitiveness, resilience, and adaptability.
Solid knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and proxies.
Experience with Linux administration and troubleshooting.
Experience with virtualization in an enterprise environment.
Experience with cloud platforms, including AWS, Azure, or Google Cloud Platform.
Strong collaboration and teamwork skills.

Nice To Haves

Technical degree plans preferred in Computer Engineering, CIS, MIS, or Computer Science.
Support experience with identity and access management (IAM) software.
US West Coast is the preferred work location.

Responsibilities

Interact professionally and efficiently with customers to help identify and resolve technical issues.
Meet or exceed expectations for response quality, timeliness, and overall customer experience.
Take end-to-end ownership of assigned customer issues, including troubleshooting, root-cause identification, and resolution.
Communicate with customers and partners through the online support tool, audio and video calls, and screen-sharing sessions.
Collaborate with Support, Engineering, SRE, Product Management, and Customer Success teams.
Reproduce customer problems internally to support development and testing of resolutions.
Collect information and document product or service bugs with Engineering.
Provide feedback to training and documentation teams about common or emerging issues.
Follow best practices and processes, especially for ISO27001/9001 compliance, security incidents, and data breaches.
Prioritize workload and tasks with self-discipline and good timekeeping.
Continue learning, share knowledge with team members and customers, and recognize knowledge limitations.
Participate in weekend queue manager and on-call rosters and scheduled public holiday coverage.
Communicate clearly with customers, team members, departments, and management.
Lead escalation calls when required, brief stakeholder management on support cases, and help create action plans to resolve customer issues.
Mentor team members, assist with complex tickets, promote customer service and troubleshooting best practices, and create and review knowledge base articles.
Develop subject matter expertise in the product or service and a broad understanding of platform interconnections.
Use creative thinking and business and technical analysis to improve processes and customer experience.
Lead by example with a strong work ethic and positive attitude while following best practices.
Contribute to technical screening, interviewing, and final selection of new team members.
Increase contributions to the product or service and the wider global team.
Serve as the first point of contact for urgent tickets and customer issues.