Senior Technical Support Engineer

🔥 14 hours ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $70k - $100k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Ping Identity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $35M Series F - Ping Identity on 2014-09

Consulting • Healthcare • Logistics

Ping Identity is a leading provider of identity and access management (IAM) solutions, delivering secure, scalable, and flexible identity services for enterprises and large organizations. The company offers cloud and on-premises platforms (including PingOne and Helix AI-powered capabilities) to manage authentication, access, orchestration, fraud prevention, and decentralized identity across customers, employees, and third parties. Ping Identity focuses on reducing fraud, improving user experiences, and supporting complex deployment needs for sectors like government, financial services, healthcare, retail, and media.

📋 Description

• Interact with customers professionally and efficiently to identify and resolve technical issues • Meet or exceed customer expectations for response quality, timeliness, and overall experience • Own assigned customer issues end-to-end, including troubleshooting, root-cause identification, and resolution • Communicate with customers and partners through online support tools, audio and video calls, and screen-sharing sessions • Collaborate with Support, Engineering, SRE, Product Management, and Customer Success teams • Reproduce customer problems internally and support development and testing of resolutions • Document customer-impacting bugs with Engineering • Provide feedback to training and documentation teams • Follow best practices and processes related to ISO27001/9001 compliance, security incidents, and data breaches • Prioritize workload and maintain good timekeeping • Participate in weekend queue manager/on-call rosters and scheduled public holiday coverage • Lead escalation calls and create action plans for customer issues • Mentor team members, assist with complex tickets, and create and review knowledge-base articles • Develop subject-matter expertise in the product/service and understand platform-wide interconnections • Improve existing processes and create new process improvements • Contribute to technical screening, interviewing, and final selection of team members • Serve as the first point of contact for urgent tickets and customer issues

🎯 Requirements

• Technical degree plans preferred in Computer Engineering, CIS, MIS, or CS • Minimum of 8 years of related experience with a Bachelor’s degree, or equivalent experience • Excellent verbal and written communication, listening, and presentation skills • Excellent analytical and creative troubleshooting skills • Solid knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and proxies • Experience with Linux administration and troubleshooting • Experience with virtualization in an enterprise environment • Experience with cloud-based platforms including AWS, Azure, and Google Cloud Platform • Strong collaboration and teamwork skills • IAM software support experience preferred • Preferred work location is the US West Coast

🏖️ Benefits

• Flexible, collaborative work environment • Employee Resource Groups • Regular company and team bonding events • Competitive benefits and perks • Global volunteering and community initiatives • Generous PTO and holiday schedule • Parental leave • Progressive healthcare options • Retirement programs • Education reimbursement opportunity • Commuter offset for specific locations

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