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

As a Senior Technical Support Engineer at Ping Identity, you will play a vital role in resolving complex technical issues for our customers while ensuring that their experience with our identity security solutions is seamless and satisfactory. You will leverage your deep understanding of identity management technologies to diagnose problems, provide detailed guidance, and collaborate closely with cross-functional teams to achieve resolution. Additionally, you will contribute to knowledge sharing and mentoring junior engineers, making a significant impact on our client relations and overall product enhancement.

Job Responsibilities

• Provide advanced technical support to customers experiencing issues with Ping Identity products.
• Diagnose, troubleshoot, and resolve complex software and network issues in a timely manner.
• Document solutions, contributing to the knowledge base and identifying opportunities for documentation improvement.
• Work closely with the engineering team to escalate bugs and provide product feedback based on customer experiences.
• Conduct training sessions and provide guidance for junior technical support engineers.
• Engage with customers to understand their technical environments and ensure optimal use of Ping Identity solutions.
• Participate in on-call support rotations as necessary, ensuring coverage for urgent support requests.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in a technical support or systems administrator role, preferably in identity management or cybersecurity.
• Strong knowledge of networking concepts, protocols, and security practices.
• Proficiency in troubleshooting complex software applications and APIs.
• Experience with scripting languages such as Python, Bash, or similar.
• Excellent problem-solving skills and the ability to work under pressure.
• Outstanding verbal and written communication skills.

Technologies & Tools

The Senior Technical Support Engineer at Ping Identity will work with a range of technologies and tools including, but not limited to, identity and access management solutions, SSO (Single Sign-On) technologies, MFA (Multi-Factor Authentication) systems, RESTful APIs, and various scripting and programming languages. Familiarity with cloud environments such as AWS or Azure, as well as experience using ticketing systems like Jira or ServiceNow, will be essential for efficient troubleshooting and customer service management.

Ideal Candidates

Ideal candidates for the Senior Technical Support Engineer position will exhibit strong analytical skills, a proactive approach to problem-solving, and a genuine passion for technology and customer satisfaction. They should thrive in collaborative environments, effectively communicate complex technical information to diverse audiences, and demonstrate a strong commitment to continuous learning and professional growth. Adaptability and the ability to manage multiple priorities in a fast-paced setting will distinguish top candidates in this role.