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.

Job Overview

The Technical Support Engineer II at Ping Identity will serve as a vital component of our technical support team, responsible for diagnosing, troubleshooting, and resolving customer issues related to identity and access management. This role requires strong technical skills, a customer-oriented approach, and the ability to work collaboratively across departments to ensure that our customers receive exceptional service. You will engage with clients to understand their technical needs, educate them on product features, and leverage your expertise to enhance the overall customer experience.

Job Responsibilities

• Diagnose and resolve complex technical issues related to identity and access management products.
• Provide timely and effective support to clients while adhering to service level agreements (SLAs).
• Collaborate with engineering teams to communicate customer feedback and issues for product improvement.
• Document troubleshooting processes and solutions in the knowledge base for future reference.
• Participate in on-call support rotation as necessary to ensure continuous coverage.
• Assist in the onboarding and training of new team members and junior support engineers.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• Minimum of 3 years of experience in technical support or a similar role.
• Strong understanding of identity and access management concepts and technologies.
• Proficiency in supporting enterprise-level software applications in a cloud environment.
• Excellent communication skills, both written and verbal, and the ability to explain technical concepts to non-technical audiences.
• Strong problem-solving and analytical skills with attention to detail.

Technologies & Tools

The Technical Support Engineer II is expected to be skilled in a range of technologies and tools essential for troubleshooting and resolving customer issues. Familiarity with identity management solutions, cloud platforms, API integrations, and incident management software (such as JIRA or ServiceNow) is crucial. Additionally, knowledge of scripting languages (e.g., Python, Bash) and familiarity with networking concepts will be beneficial for diagnosing and resolving complex issues related to identity and access management.

Ideal Candidates

Ideal candidates for the Technical Support Engineer II position at Ping Identity possess a strong technical foundation combined with exceptional interpersonal skills. They are likely to be proactive, detail-oriented, and eager to learn, demonstrating a passion for customer satisfaction. The ability to thrive in a fast-paced environment while maintaining a calm and professional demeanor when dealing with complex issues is essential. Candidates should also be adaptable to changing technologies and practices, continuously seeking improvements in both personal expertise and team performance.