About Ping Identity:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
As a Senior Technical Support Engineer, you will play a critical role in ensuring seamless customer experiences by providing high-quality technical assistance. You will be part of the global support team, working on a shifted schedule that includes weekends to ensure continuous support coverage. In this role, you will assist with product-specific cases, manage case escalations, provide phone support and respond to alerts, helping Ping Identity deliver superior customer support.
Work Schedule
- There are two shift options, Thursday to Monday or Friday to Tuesday.
- Hours are defined based on the follow-the-sun model to ensure global support, requiring specific shifts to align with this approach - these will be normal business hours in your regional time zone.
Responsibilities
- Interact with customers, providing professional and efficient assistance to identify and resolve technical issues.
- Meet or exceed customer expectations regarding response quality, timeliness, and overall experience.
- Act as Queue Manager (QM) during weekend shifts, managing case handling and triaging support requests.
- Provide technical support across multiple products, ensuring efficient troubleshooting, root cause identification, and issue resolution.
- Work within established product runbooks and escalate to on-call Product SMEs for products outside core expertise.
- Manage and respond to phone support and alerts, escalating cases as needed.
- Communicate with customers and partners via online support tools, audio/video calls, and screen-sharing sessions.
- Reproduce customer problems internally for resolution development and testing.
- Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams, demonstrating respect for all team members and customers.
- Collect information and document bugs with Engineering or Training/Documentation for impacting product/service issues.
- Actively prioritize tasks and workload with self-discipline and good timekeeping.
- Maintain an "always-learning" mentality, humble attitude about knowledge limitations, and ability to learn from experience.
- Participate in escalation calls to brief stakeholders and assist in creating action plans to resolve customer issues, showing empathy and active listening.
- Ensure best practices are followed and processes adhered to, especially concerning ISO27001/9001 compliance, security incidents, and data breaches.
Minimum Qualifications
- Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.
- Excellent verbal and written communication skills.
- Excellent troubleshooting skills.
- Demonstrable collaboration and teamwork skills.
- Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model.
- Ability to be a good listener and identify key information to reproduce customer problems remotely.
- Strong background working on Linux, Unix & Windows Enterprise Server OS, with mixed administration and troubleshooting skills.
- Solid understanding of the technical fundamentals of the Internet, including protocols such as HTTP, SSL, and IPv4/v6.
- Working knowledge of Java, web containers (e.g., Tomcat, JBoss), and web servers (e.g., Apache, IIS).
- Experience with virtualization in an enterprise environment.
- Experience with Cloud-based platform services (AWS, Azure, Google Cloud Platform).
Preferred Qualifications
- DevOps deployments (Docker, Scripting, Kubernetes).
- Networking infrastructure (Proxies, Load balancers, Firewalls).
- Installing/tuning/code analysis of Java.
- Java performance analysis (Heap maps/JMAP/GC).
- Directory (LDAP, AD).
- Databases (SQL).
- Programming languages (JavaScript, Groovy).
Salary Range: $83,500 - $100,000
In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.
Life at Ping:
We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.
Here are just a few of the things that make Ping special:
- A company culture that empowers you to do your best work.
- Employee Resource Groups that create a sense of belonging for everyone.
- Regular company and team bonding events.
- Competitive benefits and perks.
- Global volunteering and community initiatives
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
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