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

The Technical Support Engineer II at Ping Identity will be responsible for delivering high-quality technical support to our clients, tackling complex issues related to our identity security solutions. This role involves providing expert guidance, troubleshooting technical problems, and working closely with other engineering teams to resolve customer inquiries effectively. The successful candidate will help enhance customer satisfaction by ensuring that all issues are addressed promptly and accurately while fostering long-term relationships through effective communication and technical expertise.

Job Responsibilities

• Diagnose and resolve customer-reported technical issues related to identity and access management solutions.
• Provide timely responses to customer queries via email, phone, and ticketing systems.
• Collaborate with product engineering teams to escalate and track bug reports and feature requests.
• Document technical solutions and update knowledge base articles to improve customer self-service resources.
• Conduct training sessions for customers to help them utilize Ping Identity products effectively.
• Participate in the on-call rotation to provide after-hours support as necessary.
• Develop and maintain strong relationships with customers, ensuring a thorough understanding of their technical environments.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of technical support experience in the software industry.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Proficiency in understanding APIs, authentication protocols, and web services.
• Excellent verbal and written communication skills for effective customer interactions.
• Experience with identity management, security protocols, and SSO technologies highly desirable.

Technologies & Tools

The Technical Support Engineer II will utilize various technologies, including web-based applications, troubleshooting tools, and collaboration software. Familiarity with identity and access management (IAM) solutions, SAML, OAuth, and API integration techniques will be essential. The role requires proficiency in ticketing systems and customer relationship management (CRM) software to track support requests and maintain customer engagement effectively.

Ideal Candidates

Ideal candidates for this role will possess a proactive attitude and a strong customer-centric approach, demonstrating the ability to work under pressure with a calm demeanor. A passion for technology and a desire to solve complex problems will set successful individuals apart. They should also exhibit strong teamwork and collaboration skills, along with a commitment to continuous learning and adaptation in a fast-paced environment.