Senior Technical Support Engineer

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Job Overview

As a Senior Technical Support Engineer at Ping Identity, you will play a pivotal role in providing advanced technical assistance and customer support regarding our identity and access management solutions. You will be responsible for diagnosing and resolving complex technical issues, collaborating with cross-functional teams to enhance customer experiences, and contributing to product improvements through direct feedback. Your expertise will ensure that our clients receive timely and effective assistance, thereby maintaining high levels of service excellence.

Job Responsibilities

• Act as the primary technical liaison for customers, providing expert-level support and guidance.
• Diagnose, troubleshoot, and resolve complex technical issues related to Ping Identity's products and services.
• Collaborate with engineering and product teams to escalate and resolve technical challenges effectively.
• Document support cases and maintain a knowledge base of solutions for future reference.
• Provide training and mentorship to junior technical support staff, contributing to their professional development.
• Engage with customers to gather feedback and enhance product functionality and support processes.
• Assist in developing technical support documentation and resources for both customers and internal teams.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 5 years of experience in a technical support or engineering role, preferably in the identity and access management domain.
• Proficient in troubleshooting software and network issues, with a strong understanding of TCP/IP, HTTP, and other protocols.
• Experience with cloud-based solutions and identity federation technologies.
• Strong analytical skills and attention to detail, coupled with the ability to communicate complex technical information clearly to various audiences.
• Ability to work independently and as part of a team in a fast-paced environment.

Technologies & Tools

In this role, you will utilize a range of technologies and tools, including but not limited to, identity management platforms, support ticketing systems, remote desktop tools, and collaboration software. Familiarity with scripting languages and cloud environments, particularly AWS or Azure, will be advantageous as you navigate complex integrations and deployments. Proficiency in using monitoring and logging tools to analyze system performance and troubleshoot issues will also be essential.

Ideal Candidates

The ideal candidate for this Senior Technical Support Engineer position possesses a strong technical foundation combined with exceptional problem-solving skills. They are customer-focused, demonstrating excellent interpersonal abilities and a knack for effectively communicating complex concepts to diverse audiences. A natural curiosity and a passion for learning are vital, as is the drive to take initiative and lead projects. Candidates who thrive in collaborative environments and are adaptable to changing priorities will find success in this role, contributing to both team objectives and customer satisfaction.