Senior Technical Support Engineer
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About The Position
As a Senior Technical Support Engineer at Ping Identity, you will be at the forefront of providing exceptional support to our global customers. Your primary responsibility will be to handle complex support issues related to our suite of products, including PingFederate, PingAccess, PingDirectory, PingOne, and PingID. You will be part of a dedicated Support team that operates on a follow-the-sun model, ensuring that we are available to assist our customers 24/7. This role is crucial as you will serve as the main interface between Ping Identity and our valued customers, helping them navigate the intricacies of our identity solutions. In this position, you will assist with escalated customer engagements, investigating issues and queries using our existing knowledge bases and test labs. You will manage customer expectations and maintain frequent communication through phone, email, and internet meeting systems. Your proactive follow-up will be essential in ensuring customer satisfaction. Additionally, you will contribute to our community system by participating in public-facing Q&A and enhancing our knowledge base with your insights and experiences. As part of your responsibilities, you will also participate in an on-call rotation to provide support as needed. To succeed in this role, you should have at least two years of technical support experience with Ping Identity's products, demonstrating advanced technical proficiency with PingFederate and either PingAccess or PingDirectory. Your ability to troubleshoot and resolve issues effectively will be key to helping our customers succeed in the application, administration, maintenance, and tuning of their Ping solutions. At Ping Identity, we value a flexible and collaborative work environment that fosters innovation and growth. We are committed to building a diverse and inclusive culture where every employee can thrive and contribute their unique perspectives. Join us in our mission to provide seamless and secure digital experiences for all users, and be part of a team that champions every identity.
