Senior Technical Support Engineer

🔥 0 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $70k - $87k / 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 to identify and resolve technical issues • Meet or exceed expectations for response quality, timeliness, and customer experience • Own customer issues end-to-end, including troubleshooting, root-cause identification, and resolution • Communicate with customers and partners through support tools, audio and video calls, and screen-sharing sessions • Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams • Reproduce customer problems internally to develop and test resolutions • Document customer-impacting bugs with Engineering • Provide feedback to training and documentation teams • Follow best practices and processes relating to ISO27001/9001 compliance, security incidents, and data breaches • Participate in weekend queue manager/on-call rosters and public holiday coverage • Lead escalation calls and help create action plans • Mentor team members, assist with complex tickets, and create/review knowledge base articles • Develop subject matter expertise in the product/service and platform-wide interconnections • Improve existing processes and create new processes to enhance customer experience • Contribute to technical screening, interviewing, and final selection of new team members • Serve as the first point of contact for urgent tickets and customer issues

🎯 Requirements

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

🏖️ Benefits

• Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations) • Employee Resource Groups • Regular company and team bonding events • Global volunteering and community initiatives • Flexible, collaborative work environment