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 pivotal role in ensuring customer satisfaction by providing expert-level support for our solutions. This position involves troubleshooting technical issues, collaborating with cross-functional teams to resolve customer inquiries, and delivering training sessions as needed. The engineer will also participate in the development of documentation and provide feedback for product enhancements, ensuring that our clients receive the highest level of service and support.

Job Responsibilities

• Provide second-level technical support for customers, investigating and solving complex technical issues related to Ping Identity products.
• Collaborate with product management and engineering teams to escalate issues and communicate customer feedback for continuous improvement.
• Develop and maintain technical documentation, including knowledge base articles and user guides.
• Conduct training sessions and webinars for customers and internal teams to enhance product understanding and usage.
• Report, track, and manage customer incidents using the support ticketing system, ensuring timely resolution and follow-up.
• Monitor system health and performance for customer environments to proactively identify and mitigate potential issues.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• A minimum of 3 years of experience in a technical support or engineering role, preferably within the software industry.
• Strong understanding of identity and access management concepts and protocols such as SAML, OAuth, and OpenID Connect.
• Experience with troubleshooting networking, authentication, and application integration issues.
• Excellent communication skills, both written and verbal, with a focus on customer service.
• Ability to work both independently and collaboratively in a fast-paced environment.

Technologies & Tools

The Technical Support Engineer II will primarily work with a range of technologies and tools, including but not limited to Ping Identity's software suite, automated ticketing systems, remote desktop assistance tools, and various networking and monitoring software. Familiarity with cloud-based platforms and integration tools is also essential for effectively supporting our diverse customer base.

Ideal Candidates

Ideal candidates for this position possess a strong technical acumen and a passion for solving problems. They demonstrate excellent analytical skills coupled with attention to detail, allowing them to rapidly diagnose issues and implement effective solutions. A customer-oriented mindset and the ability to communicate complex ideas clearly to non-technical stakeholders are crucial. Additionally, those who thrive in an innovative, fast-paced environment will find this role rewarding and fulfilling.