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 will play a crucial role in providing advanced technical support to our clients while ensuring the smooth operation of identity and access management solutions. This position involves troubleshooting complex issues, collaborating with cross-functional teams, and contributing to the continuous improvement of our products and customer experience. The candidate will utilize their technical expertise to assist customers in resolving queries, enhance product utilization, and maintain high levels of customer satisfaction.

Job Responsibilities

• Provide high-level technical support to customers regarding Ping Identity’s software solutions.
• Diagnose and resolve complex technical issues, escalating as necessary to engineering teams.
• Document troubleshooting processes and resolutions in support tickets and knowledge base articles.
• Assist customers in integrating Ping Identity products within their existing systems.
• Develop and deliver technical training to customers and internal teams.
• Actively monitor and respond to inquiries via various communication channels including email, chat, and phone.
• Participate in on-call support rotations and manage critical incidents effectively.
• Collaborate with engineering teams to relay customer feedback and contribute to product improvement initiatives.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in a technical support or related role.
• Strong understanding of authentication protocols such as SAML, OAuth, and OpenID Connect.
• Proficient in troubleshooting network connectivity issues and familiarity with tools like Wireshark.
• Experience with cloud services and platforms (AWS, Azure, or Google Cloud).
• Excellent problem-solving skills and the ability to work in a fast-paced environment.
• Strong verbal and written communication skills to effectively engage with technical and non-technical audiences.

Technologies & Tools

The Technical Support Engineer II will work extensively with various technologies and tools, including but not limited to Ping Identity's software suite, customer relationship management (CRM) systems, ticketing tools like Jira or ServiceNow, and remote desktop software for troubleshooting. Familiarity with scripting languages such as JavaScript or Python is advantageous, as is experience with identity management solutions.

Ideal Candidates

Ideal candidates for this position are those who possess a passion for technology and a commitment to customer service excellence. They exhibit strong analytical thinking, an ability to learn new technologies quickly, and an affinity for working collaboratively in a team-oriented environment. Candidates should thrive under pressure, display initiative in problem resolution, and have a customer-centric mindset that prioritizes user satisfaction and engagement.