Senior Technical Support Engineer - Shifted workweek

Ping Identity

About The Position

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.

Requirements

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience
Excellent Communication - both verbal and written; support is conducted via web-based ticketing system, web conferencing and phone
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; identifying key information in order to reproduce a customer’s problem remotely
Strong background of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting
Solid understanding of the technical fundamentals of the Internet - you should have a solid knowledge of 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 of virtualisation in an enterprise environment
Cloud-based platform services - AWS, Azure, Google Cloud Platform

Nice To Haves

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

Responsibilities

Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience
Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests
Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolution
Where assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required
Managing and responding to phone support and alerts, escalating cases as needed
Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions
Reproducing customer problems internally, to enable the development and testing of a resolution
Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
Collecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers
Actively prioritizing tasks/workload with self-discipline and good timekeeping
Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. Showing empathy for the customer's situation and listening with the intent to understand the situation clearly
Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches