Senior Technical Support Engineer - Remote

Overview

The Senior Technical Support Engineer at Ping Identity plays a critical role in ensuring seamless customer experiences by providing high-quality technical assistance as part of a global support team.

In Short

• Provide high-quality technical assistance to customers.
• Work on a shifted schedule that includes weekends for continuous support.
• Assist with product-specific cases and manage case escalations.
• Provide phone support and respond to alerts.
• Communicate with customers via online support tools and video calls.
• Collaborate with various teams to resolve customer issues.
• Document bugs and collect information for product improvements.
• Participate in escalation calls to brief stakeholders.
• Ensure compliance with best practices and processes.
• Adopt an 'always-learning' mentality to improve skills.

Requirements

• Minimum 5 years of related experience with a Bachelor’s degree or equivalent work experience.
• Excellent verbal and written communication skills.
• Strong troubleshooting skills and ability to prioritize workload.
• Experience with Linux, Unix, and Windows Enterprise Server OS.
• Solid understanding of internet protocols such as HTTP, SSL, and IPv4/v6.
• Working knowledge of Java and web servers.
• Experience in cloud-based platform services (AWS, Azure, GCP).
• Ability to work in a fast-paced, follow-the-sun support model.
• Good listening skills to identify key information from customers.
• Demonstrable collaboration and teamwork skills.

Benefits

• Generous PTO and holiday schedule.
• Parental leave.
• Progressive healthcare options.
• Retirement programs.
• Education reimbursement opportunities.
• Commuter offset for specific locations.