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 crucial role in ensuring customer satisfaction and product reliability by providing advanced technical support and problem resolution for our identity and access management solutions. This role entails proactively troubleshooting issues, communicating effectively with clients and internal teams, and leveraging technical expertise to assist users in optimizing the use of our products. The Technical Support Engineer II will be instrumental in contributing to both service quality and innovation by documenting solutions, identifying potential improvements, and collaborating with engineering teams to ensure a seamless customer experience.

Job Responsibilities

• Resolve complex technical issues raised by customers via phone, email, or support tickets efficiently and effectively.
• Provide expert guidance on product functionality, integrations, and best practices to customers.
• Document incidents and maintain organized records in the support ticketing system for continual improvement.
• Collaborate with engineering teams to escalate and address product defects, bugs, or enhancement requests.
• Develop and deliver training sessions to internal teams and clients to enhance product knowledge.
• Participate in the creation of technical documentation and knowledge base articles to improve self-service options for customers.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 3 years of experience in a technical support role or similar capacity, preferably within software or technology services.
• Strong understanding of networking, security protocols, authentication mechanisms, and identity management concepts.
• Familiarity with cloud technologies and platforms (AWS, Azure, etc.) is highly desirable.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Impressive communication skills, both verbal and written, with a strong focus on customer satisfaction.

Technologies & Tools

The Technical Support Engineer II will utilize a range of technologies and tools including, but not limited to, customer relationship management (CRM) software, troubleshooting tools, and support ticketing systems. Proficiency in various operating systems (Windows, macOS, Linux) and familiarity with programming languages (such as Python or Java) are also integral to this position. Knowledge of identity and access management solutions, such as LDAP and SAML, will enhance the ability to assist clients effectively.

Ideal Candidates

Ideal candidates for the Technical Support Engineer II position possess a combination of technical aptitude and interpersonal skills. They should be detail-oriented, proactive in their approach to problem-solving, and have a strong ability to work collaboratively across teams. A genuine willingness to learn and adapt in a fast-paced environment, along with a passion for customer service and technical innovation, will position candidates for success in this role at Ping Identity.