Senior Technical Support Engineer

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

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.

As a Senior Technical Support Engineer at Ping Identity, you will play a crucial role in providing high-quality support to our clients by addressing and resolving technical issues related to our identity management solutions. You will collaborate closely with customers, understanding their technical needs while leveraging your expertise to troubleshoot complex problems. Your ability to communicate effectively with both technical teams and customers will enhance our customer experience and contribute to the overall success of our products and services.

Job Responsibilities

• Provide advanced technical support for customers utilizing Ping Identity’s products and services.
• Diagnose and resolve complex technical issues across various platforms and environments.
• Collaborate with engineering and product teams to escalate and track product issues and enhancements.
• Document troubleshooting steps and resolutions in internal ticketing systems and knowledge bases.
• Conduct training sessions and produce high-quality documentation for customers and internal teams.
• Engage with customers to understand their needs and propose suitable solutions.
• Participate in on-call rotation to provide 24/7 support as needed.
• Remain up-to-date with product features and industry trends to better assist clients.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in technical support or related roles, preferably in identity management or security software.
• Strong proficiency in various programming languages (Java, JavaScript, Python) and web technologies (REST, SOAP, SAML).
• Proven experience with networking concepts and troubleshooting (DNS, TCP/IP, etc.).
• Excellent verbal and written communication skills with the ability to convey technical concepts to non-technical users.
• Familiarity with cloud services and identity providers such as AWS, Azure, or Google Cloud.

Technologies & Tools

The Senior Technical Support Engineer will utilize a range of technologies and tools, including support ticketing systems such as JIRA, monitoring tools like Splunk, cloud platforms such as AWS or Azure, and identity management tools provided by Ping Identity. Familiarity with web development tools like Postman and knowledge of various operating systems including Linux and Windows will be essential for effective troubleshooting and resolution of customer issues.

Ideal Candidates

The ideal candidate for this position is a proactive problem-solver who possesses strong analytical skills and a detail-oriented mindset. They should be adaptable and capable of thriving in a fast-paced environment, effectively managing multiple priorities. Exceptional interpersonal skills, along with a passion for delivering outstanding customer service, will be critical in fostering long-lasting relationships with clients. A continuous learning attitude and the ability to work both independently and as part of a team are essential attributes for success in this role.