Senior Technical Support Engineer

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Job Overview

The Senior Technical Support Engineer at Ping Identity plays a critical role in delivering exceptional customer service and technical support for our identity security solutions. This position requires a blend of technical acumen and excellent interpersonal skills, as the engineer will engage with clients to troubleshoot complex issues, guide them through resolution processes, and ensure optimal usage of our products. By collaborating closely with cross-functional teams, the Senior Technical Support Engineer will also contribute to product improvements and enhancements based on customer feedback and experiences.

Job Responsibilities

• Provide expert-level technical support to clients via various communication channels, including email, phone, and chat.
• Diagnose and resolve complex software and hardware issues involving sophisticated identity management solutions.
• Document customer interactions, technical solutions, and knowledge-sharing articles in the support database.
• Collaborate with engineering and product teams to escalate and resolve product-related issues.
• Participate in on-call rotation to ensure availability for critical support requests.
• Train and mentor junior support staff on technical support protocols and troubleshooting techniques.
• Actively identify and suggest opportunities for process improvements and escalations.
• Stay up-to-date on industry trends, best practices, and product updates to effectively communicate with clients.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support or related roles, preferably in enterprise software or identity management sectors.
• Proficiency in troubleshooting complex systems and networks, including knowledge of various operating systems and protocols.
• Strong understanding of identity and access management principles, technologies, and best practices.
• Exceptional verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
• Experience with ticketing systems and customer relationship management (CRM) tools.
• Certifications in relevant technologies (e.g., ITIL, CompTIA) would be an asset.

Technologies & Tools

The Senior Technical Support Engineer will work with a variety of technologies and tools, including but not limited to cloud-based identity and access management platforms, SAML, OAuth, OpenID Connect, LDAP, REST APIs, and virtual machine environments. Familiarity with platforms like AWS and Azure, as well as agile project management tools such as JIRA, is highly advantageous. Experience with scripting languages and diagnostic tools will also support the troubleshooting processes.

Ideal Candidates

The ideal candidate for this position will possess a strong analytical mindset and a proactive approach to problem-solving. Exceptional communication skills, coupled with patience and empathy for clients, will enable the candidate to effectively support diverse customer needs. A passion for technology and continuous learning will drive the candidate to stay at the forefront of industry developments, contributing to both personal growth and the success of Ping Identity. Candidates who thrive in dynamic environments and demonstrate a commitment to teamwork and collaboration will excel in this role.