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.

Overview

The Senior Technical Support Engineer at Ping Identity plays a crucial role in ensuring the seamless operation and performance of our identity management solutions. This position requires a deep technical acumen combined with exceptional problem-solving skills to assist clients in troubleshooting and resolving complex technical issues. The Senior Technical Support Engineer will serve as a key technical resource for customers, providing expert advice and support on the deployment, configuration, and optimization of Ping Identity’s products.

Job Responsibilities

• Provide high-level technical support to customers via email, phone, and remote sessions.
• Troubleshoot and diagnose complex technical issues related to Ping Identity products.
• Collaborate with cross-functional teams, including engineering and product management, to resolve product-related issues.
• Create and maintain technical documentation and knowledge base articles.
• Conduct customer training sessions and presentations to enhance product understanding.
• Identifying trends in support issues and providing feedback for potential product improvements.
• Participate in on-call support rotations to ensure customer needs are met 24/7.
• Assist in the QA testing of new features and products ahead of release to ensure their reliability.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in technical support or a related technical role.
• Strong knowledge of identity management, SSO, SAML, OAuth, and other relevant protocols.
• Proficiency in troubleshooting networking, server, and application issues.
• Experience working with cloud technologies and services, especially AWS or Azure.
• Excellent communication skills, both written and verbal.
• Ability to work independently and in a team-oriented environment.
• Industry certifications (e.g., CCNA, CISSP) are preferred.

Technologies & Tools

The Senior Technical Support Engineer will utilize various technologies and tools in their day-to-day activities. This includes, but is not limited to, identity and access management software, logging and monitoring tools, cloud service platforms (such as AWS and Azure), and network diagnostic tools. Additionally, proficiency with ticketing systems and customer relationship management (CRM) software will be required to streamline support operations and enhance customer communication.

Ideal Candidates

Ideal candidates for the Senior Technical Support Engineer position will possess a robust technical background coupled with exceptional customer service skills. They should be diligent, analytical thinkers who remain calm under pressure and can communicate complex technical information with clarity. A proactive attitude towards learning new technologies and anticipating customer needs is essential. The ability to work collaboratively within teams, as well as independently manage high-priority issues, is crucial for success in this role.