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 plays a critical role in providing high-quality support to our customers, ensuring their identity and access management solutions perform optimally. This position involves directly interacting with clients to diagnose issues, troubleshoot problems, and deliver effective technical solutions. The ideal candidate will utilize their technical expertise to resolve complex queries while also contributing to the overall enhancement of support processes and documentation. The engineer will work collaboratively with cross-functional teams to improve product performance and client satisfaction.

Job Responsibilities

• Provide advanced technical support for identity and access management products to ensure customer satisfaction.
• Diagnose and resolve complex customer issues through detailed analysis and troubleshooting techniques.
• Collaborate with software engineering teams to resolve product defects and provide feedback on customer experiences.
• Develop and maintain knowledge base articles to facilitate self-service support for customers.
• Monitor support tickets and ensure timely resolution within agreed-upon service level agreements (SLAs).
• Assist in training and mentoring junior team members on technical issues and support best practices.
• Participate in on-call support rotations as required to provide 24/7 support coverage.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 3 years of experience in technical support or system administration in a relevant field.
• Strong understanding of identity and access management principles and technologies.
• Proficiency in troubleshooting and resolving issues in a UNIX/Linux environment.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Experience with ticketing systems and customer support tools.
• Certification in relevant technologies or platforms (e.g., AWS, Azure, etc.) is a plus.

Technologies & Tools

The Technical Support Engineer II will work with various technologies and tools such as identity and access management software, UNIX/Linux operating systems, scripting languages (e.g., Python, Shell), cloud technologies (AWS, Azure), ticketing systems (JIRA, Zendesk), and monitoring tools. Familiarity with RESTful APIs, security protocols (OAuth, SAML), and tools for debugging and performance monitoring will be essential for effectively addressing customer concerns.

Ideal Candidates

Ideal candidates for the Technical Support Engineer II position will possess a strong analytical mindset and possess a passion for problem-solving. They should exhibit a commitment to customer service excellence and be proactive in resolving issues before they escalate. The ability to work collaboratively with diverse teams and maintain a calm demeanor under pressure is essential. Furthermore, candidates should demonstrate a continuous learning mindset, staying abreast of emerging technologies and industry trends to provide top-notch support for Ping Identity solutions.