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.

Job Overview

The Senior Technical Support Engineer at Ping Identity will be responsible for providing expert-level technical support to our clients, ensuring they can effectively utilize our identity management solutions. This role involves troubleshooting complex technical issues, collaborating with product development teams, and enhancing customer satisfaction by delivering exceptional service. The ideal candidate will act as a liaison between customers and internal teams, contributing to product enhancement initiatives while maintaining strong industry knowledge and technical acumen.

Job Responsibilities

• Provide advanced troubleshooting support for technical issues related to Ping Identity products.
• Collaborate with customers to diagnose and resolve issues in a timely manner to minimize downtime.
• Document and track support cases while ensuring adherence to service level agreements (SLAs).
• Work closely with development teams to identify and escalate product defects and feature requests.
• Conduct training sessions and create knowledge base articles to empower customers with product knowledge.
• Analyze customer feedback and provide insights for product improvement and development.
• Participate in on-call rotation and provide after-hours support as necessary.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support or systems administration, preferably in identity management or related areas.
• Strong understanding of networking concepts and protocols, including TCP/IP, DNS, and LDAP.
• Experience with cloud technologies, such as AWS, Azure, or Google Cloud Platform.
• Familiarity with programming or scripting languages such as Java, Python, or Bash.
• Exceptional problem-solving skills and the ability to remain calm under pressure.
• Excellent verbal and written communication skills, with a customer-focused mindset.

Technologies & Tools

The Senior Technical Support Engineer will work with a range of technologies and tools, including but not limited to Ping Identity products (PingFederate, PingAccess, PingOne), ticketing systems (such as JIRA or ServiceNow), monitoring tools (like New Relic and Splunk), network diagnostic tools, and various cloud services. Proficiency in these technologies will be critical for effectively resolving customer issues and supporting product enhancements.

Ideal Candidates

The ideal candidates for the Senior Technical Support Engineer position will possess a blend of technical expertise and interpersonal skills. They should be detail-oriented, proactive in troubleshooting and problem resolution, and demonstrate a passion for customer service. Candidates who are self-motivated, eager to learn, and capable of managing multiple priorities will thrive in this fast-paced environment. Strong communication abilities, along with a collaborative spirit, will aid in fostering productive relationships with clients and internal teams alike.