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 is responsible for delivering exceptional support for our identity and access management solutions. This role entails troubleshooting and resolving technical issues, providing assistance to clients through various channels, and collaborating with cross-functional teams to ensure optimal system performance. The ideal candidate will exhibit strong analytical skills, a passion for technology, and a commitment to customer satisfaction, thereby contributing to the success and reputation of Ping Identity in the market.

Job Responsibilities

• Provide technical assistance and support to customers, ensuring timely resolution of incidents and requests.
• Diagnose and troubleshoot software issues, identifying root causes and implementing effective solutions.
• Assist customers in the configuration and optimization of Ping Identity products to meet their specific needs.
• Document and track issues in the ticketing system, maintaining accurate records of customer interactions and resolutions.
• Collaborate with engineering and product teams to relay customer feedback and enhance product offerings.
• Participate in on-call rotation and provide after-hours support when necessary.
• Conduct training sessions for customers on Ping Identity’s products and best practices for implementation.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in a technical support or engineering role, preferably in identity management or security.
• Proficiency in troubleshooting and resolving issues across various operating systems and platforms.
• Strong knowledge of web technologies, APIs, and networking concepts.
• Excellent communication skills, both written and verbal, with an ability to explain complex technical concepts to non-technical audiences.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with customer relationship management (CRM) systems and ticketing tools.

Technologies & Tools

The Technical Support Engineer II will be working with a diverse range of technologies and tools including but not limited to Ping Identity's suite of products such as PingFederate, PingOne, and PingAccess. Familiarity with cloud computing environments, web services (REST/SOAP), and a variety of monitoring tools will be essential. Additionally, experience with version control systems (e.g., Git), ticketing systems (e.g., JIRA), and collaboration tools (e.g., Slack, Microsoft Teams) will also be advantageous.

Ideal Candidates

The ideal candidates for the Technical Support Engineer II position will possess a proactive attitude towards problem-solving and a genuine enthusiasm for technology. Successful candidates will be adaptable, demonstrating both analytical thinking and keen attention to detail. They will communicate effectively, fostering strong relationships with customers and colleagues alike. A passion for continuous learning and an eagerness to stay current with industry trends and product developments will also distinguish them as strong contributors to the Ping Identity team.