Senior Technical Support Engineer

Ping Identity•Denver, CO

11d•$70,000 - $87,000•Hybrid

About The Position

As a Senior Support Engineer, you will be working in a customer-facing capacity dedicated to our top tier customers, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help with the resolution of any problems, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.

Requirements

Technical Degree plans preferred - Computer Engineering, CIS, MIS, CS
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), Virtualization (enterprise environment), Cloud-based platforms (AWS, Azure, Google Cloud Platform)
Strong collaboration and teamwork skills.

Nice To Haves

Support experience with IAM(Identity Access Management) software
Preferred work location: US West Coast

Responsibilities

Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. Ability to think logically and creatively, with a detail-oriented working style, such that all angles of troubleshooting/resolution are covered and captured
Communicating with customers and partners through the online support tool, and via audio (top tier customers may call in directly) and video calls and screen-sharing sessions which will occur regularly
Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
Reproducing customer problems internally, to enable the development and testing of a resolution
Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers
Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches
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. Showing a willingness to share knowledge with team members and customers
Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage
Clearly communicating with all stakeholders - customers, team members, other departments, management
Leading 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
Frequently mentoring other team members, helping with complex tickets, promoting best practices around customer service and troubleshooting, creating and reviewing knowledge base articles
Developing a subject matter expertise in the product/service, whilst building a wide breadth of understanding of platform-wide interconnections
Using your creative thinking, business and technical analysis skills to go beyond the existing industry standard practices, to adjust existing and create new process improvements to delight our customers. Showing a demonstrated independent interest in advanced technologies
Leading by example with an excellent work ethic and a positive mentality to steer the team through difficult issues whilst following best practices
Contributing to technical screening, interviewing and final selection of new team members
Increasing contributions to the product/service and wider global team
Being the first point of call for Urgent tickets and customer issues