Senior Technical Support Engineer

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Written by AI from the job title and company, not by Ping Identity, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Senior Technical Support Engineer at Ping Identity will play a pivotal role in ensuring customer satisfaction by providing expert support for our industry-leading identity solutions. This position requires a deep understanding of both Ping Identity products and customer environments to troubleshoot and resolve complex issues efficiently. The engineer will collaborate with various internal teams to enhance product performance, contribute to knowledge base development, and provide seamless support to our clients while ensuring technical excellence standards are met.

Job Responsibilities

• Provide advanced technical support for Ping Identity products, troubleshooting complex customer issues and document resolutions effectively.
• Collaborate with engineering teams to escalate and resolve product defects or enhancement requests based on customer feedback.
• Create and maintain detailed documentation for support processes, solutions, and product configurations.
• Conduct training sessions and workshops for customers to enhance their understanding of Ping Identity solutions.
• Act as a liaison between the customer and various teams within the organization to ensure a holistic support experience.
• Monitor support ticketing systems to ensure timely resolution of issues and track performance metrics.
• Participate in on-call rotations and provide after-hours support as needed.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or system administration, preferably in identity and access management.
• Strong knowledge of networking concepts, security principles, and relevant protocols.
• Proficiency with REST APIs and scripting languages such as Python or JavaScript.
• Excellent analytical and problem-solving skills with a keen attention to detail.
• Exceptional verbal and written communication skills, with an ability to communicate technical concepts clearly to non-technical stakeholders.
• Experience working with identity federation and SSO protocols like SAML, OAuth, and OpenID Connect.

Technologies & Tools

This position requires familiarity with a variety of technologies and tools integral to providing effective support. Candidates should be well-versed in identity solutions, such as Ping Identity's platform, along with security concepts. Additionally, a working knowledge of ticketing systems (such as Zendesk or ServiceNow), cloud services (AWS, Azure), and DevOps tools (JIRA, Git) will be beneficial for the candidate to succeed in the role.

Ideal Candidates

The ideal candidate for the Senior Technical Support Engineer position at Ping Identity will be a proactive and dedicated professional with a passion for technology and customer service. They should possess a strong desire to learn and stay updated on industry trends, embodying a collaborative spirit and the ability to work effectively in fast-paced environments. Additionally, the candidate should exhibit patience and empathy, especially when handling customer concerns, and demonstrate a commitment to delivering high-quality support that amplifies customer success.