Technical Support Engineer II

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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

As a Technical Support Engineer II at Ping Identity, you will play a crucial role in providing expert-level support for our identity and access management solutions. You will engage with our customers to troubleshoot and resolve complex technical issues, ensuring they can effectively integrate and utilize our products. In this capacity, you will also collaborate with internal teams to improve product functionality and customer satisfaction by offering insights on product performance from a user standpoint.

Job Responsibilities

• Respond to customer inquiries and troubleshoot technical issues related to identity management solutions.
• Provide advanced technical support via email, phone, and chat, ensuring prompt resolution of customer issues.
• Create, maintain, and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Collaborate with engineering and product management teams to communicate customer feedback and suggest product improvements.
• Conduct product training sessions for customers and team members to enhance product usage and knowledge.
• Participate in on-call support rotations as necessary to ensure 24/7 customer service availability.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in a technical support or similar role.
• Proficiency in troubleshooting complex software issues, with a strong understanding of networking and security protocols.
• Familiarity with identity and access management (IAM) technologies and best practices.
• Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to non-technical users.
• Experience working with RESTful APIs, XML, JSON, and other web technologies.

Technologies & Tools

In this position, you will engage with a variety of technologies and tools, including but not limited to:
identity and access management software, web application frameworks, troubleshooting and diagnostic tools, ticketing systems such as Jira or ServiceNow, and network monitoring solutions. Familiarity with cloud computing services, particularly those related to identity and access solutions, will also be essential.

Ideal Candidates

The ideal candidate for the Technical Support Engineer II role is one who possesses a strong blend of technical acumen and customer-focused service. They demonstrate a proactive approach to problem-solving, eagerly taking initiative in leading complex projects to completion. Strong analytical and critical thinking skills, paired with excellent interpersonal abilities, allow them to effectively communicate with diverse audiences. A continuous learner, the ideal candidate is enthusiastic about technology and committed to staying at the forefront of industry trends.