Senior Technical Support Engineer

Ping Identity•USA - Remote - California, CA

1d•$70,000 - $100,000

About The Position

As a Senior Support Engineer at Ping Identity, you will work directly with top-tier customers to help them use the company’s products smoothly and resolve issues that arise. You will own customer issues from initial troubleshooting through root-cause identification and resolution, coordinating with internal teams to restore or maintain continuous product operation. The role involves frequent customer communication through online support tools, audio and video calls, and screen sharing, as well as reproducing customer problems and documenting product or service bugs for Engineering. You will collaborate across Support, Engineering, SRE, Product Management, and Customer Success; contribute feedback to training and documentation; and follow applicable processes, including ISO 27001/9001, security incident, and data breach procedures. The position includes weekend queue manager and on-call rotations, scheduled public holiday coverage, and being the first point of contact for urgent tickets and customer issues. Senior-level contributions include mentoring teammates, leading escalation calls, developing product expertise, improving processes, participating in hiring, and contributing to the broader global team. Ping Identity describes its environment as flexible and collaborative, with a culture that values individuality, inclusion, learning, and teamwork. The preferred work location is the US West Coast. The approximate Colorado compensation range is $70,000–$100,000; final compensation depends on factors such as knowledge, skills, and abilities.

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 ability, 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, such as Computer Engineering, CIS, MIS, or Computer Science.
Support experience with Identity Access Management (IAM) software.
US West Coast work location preferred.

Responsibilities

Interact professionally and efficiently with customers to help identify and resolve technical issues.
Meet or exceed expectations for response quality, timeliness, and customer experience.
Own assigned customer issues end to end, 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 enable development and testing of resolutions.
Collect information and document customer-impacting product or service bugs with Engineering.
Provide feedback to training and documentation teams about common or emerging issues.
Follow best practices and processes, especially those related to ISO 27001/9001 compliance, security incidents, and data breaches.
Prioritize tasks and workload while maintaining self-discipline and good timekeeping.
Continue learning, acknowledge knowledge limitations, learn from instruction and experience, and share knowledge with teammates and customers.
Participate in weekend queue manager and on-call rotations and scheduled public holiday coverage.
Communicate clearly with customers, teammates, other departments, and management.
Lead escalation calls as needed, 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 business and technical analysis and creative thinking to improve existing processes and develop new ones.
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.