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 critical role in ensuring customer satisfaction by providing expert-level technical support for our identity and access management solutions. This position requires a combination of strong problem-solving skills, technical acumen, and a commitment to customer advocacy. The Senior Technical Support Engineer will be responsible for troubleshooting complex technical issues, collaborating with cross-functional teams, and guiding customers through the implementation and optimization of our products.

Job Responsibilities

• Provide high-level technical support to customers via email, phone, and web-based tools.
• Troubleshoot and resolve complex issues related to the Ping Identity platform and its integrations.
• Serve as a point of escalation for junior support engineers and provide mentorship and training.
• Develop and maintain technical documentation, including knowledge base articles and best practice guides.
• Collaborate with Product and Engineering teams to enhance product functionality and performance.
• Identify common customer issues and contribute to the development of automated solutions or tools.
• Assist in product testing and validation efforts in coordination with product releases.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 5+ years of experience in a technical support or systems engineering role, preferably with identity management or security solutions.
• Strong understanding of networking concepts, including DNS, IP, HTTP/S, and VPN.
• Experience with programming/scripting languages such as Java, Python, or JavaScript.
• Familiarity with web application architectures and API integrations.
• Excellent communication skills and a customer-centric approach.
• Ability to work effectively in a fast-paced and dynamic environment.

Technologies & Tools

This position will involve working with various tools and technologies, including but not limited to Ping Identity suite of products, SQL databases, cloud platforms such as AWS or Azure, and tools for monitoring and troubleshooting such as Splunk or Grafana. Familiarity with version control systems like Git and collaboration tools such as JIRA or Slack will be beneficial.

Ideal Candidates

Ideal candidates for the Senior Technical Support Engineer role will possess excellent analytical skills and be detail-oriented thinkers. They should be proactive problem solvers who take initiative and demonstrate persistence in resolving customer issues. Strong interpersonal skills are necessary for effective communication with clients and team members. A passion for technology and a love for helping others will also make an individual a great fit for this position.