Technical Support Engineer II

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

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 will play a pivotal role in ensuring customer satisfaction and smooth technical operations. This position requires a proactive, detail-oriented professional who can handle complex customer inquiries and provide effective solutions. The engineer will work closely with clients to troubleshoot technical issues, leveraging their expertise in identity and access management technologies, and contributing to the continuous improvement of support processes and documentation.

Job Responsibilities

• Provide advanced technical support for Ping Identity products, addressing customer issues via phone, email, and chat platforms.
• Investigate and resolve technical problems, involving software, network, and configuration aspects as necessary.
• Document and track customer interactions and resolutions in the support ticketing system.
• Collaborate with engineering and product teams to escalate unresolved issues for further investigation.
• Develop and maintain technical documentation and user guides to enhance customer understanding of products and features.
• Participate in the onboarding and training of new team members, sharing best practices and support strategies.
• Identify opportunities for process improvements that enhance customer support efficiency and effectiveness.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience in technical support or a related role, preferably in a SaaS environment.
• Strong understanding of identity and access management concepts, including SSO, authentication protocols, and system integrations.
• Proficiency in troubleshooting and resolving issues across web applications, APIs, and middleware technology.
• Excellent communication skills with a customer-centric mindset and ability to convey complex technical information to non-technical users.
• Experience with support ticketing systems and customer relationship management platforms.
• Ability to work independently and collaboratively in a fast-paced team environment.

Technologies & Tools

The Technical Support Engineer II will work with a variety of technologies and tools including but not limited to Ping Identity products, web services (REST/SOAP), troubleshooting tools, cloud services, version control systems, and monitoring tools. Familiarity with network protocols such as TCP/IP, DNS, and LDAP, along with experience in Java, JavaScript, or similar programming languages, is advantageous for effective troubleshooting and communication with development teams.

Ideal Candidates

Ideal candidates for the Technical Support Engineer II position possess a strong technical acumen paired with a dedication to customer service. They thrive in dynamic work environments, demonstrating adaptability and problem-solving skills. The ability to work under pressure while maintaining attention to detail is crucial. Moreover, individuals should exhibit a continuous learning mindset, eager to stay updated with the latest industry trends and technologies in identity and access management.