Senior Cloud Technical Support Engineer

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Job Overview

As a Senior Cloud Technical Support Engineer at Ping Identity, you will be responsible for providing expert-level technical support to our clients utilizing our cloud solutions. This role involves diagnosing complex issues, implementing innovative solutions, and collaborating with cross-functional teams to ensure the seamless experience of our cloud services. Your expertise will contribute to enhancing client satisfaction and driving the continuous improvement of our technical support processes.

Job Responsibilities

• Provide advanced technical support for Ping Identity's cloud solutions via various channels, including email, phone, and chat.
• Investigate, troubleshoot, and resolve high-impact technical issues in a timely manner.
• Partner with product engineering teams to identify and escalate product defects and influence feature improvements.
• Develop and maintain comprehensive documentation of support processes and solutions.
• Lead training sessions and workshops to enhance team knowledge on technical issues and solutions.
• Act as a mentor for junior support engineers, providing guidance and sharing best practices.
• Analyze trends in case escalations and collaborate with relevant teams to prevent future occurrences.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or a related role, preferably in the cloud services industry.
• Deep understanding of cloud computing technologies and networking principles.
• Proficient in troubleshooting software and networking issues with experience in enterprise-level solutions.
• Strong communication skills, both written and verbal, with an emphasis on customer service excellence.
• Experience with scripting languages (Python, Bash) and cloud service platforms (AWS, Azure, GCP) is a plus.
• Strong analytical and problem-solving skills with the ability to think critically under pressure.

Technologies & Tools

In this role, you will engage with a variety of modern technologies and tools, such as AWS, Azure, and Google Cloud Platform, alongside identity management and security solutions. Familiarity with monitoring tools (like Datadog or New Relic), ticketing systems (such as Jira or Zendesk), and collaboration tools (including Slack and Microsoft Teams) will also be instrumental in efficiently managing client queries and internal communications.

Ideal Candidates

The ideal candidate for this position will exhibit strong technical acumen with a passion for technology and customer service. You should possess the ability to work independently as well as collaboratively within a team, demonstrating adaptability in a dynamic environment. Excellent problem-solving abilities and an empathetic approach to understanding client needs are essential. A self-motivated and continuous learner, you will thrive on challenges and contribute to a culture of excellence and innovation within the technical support team at Ping Identity.