[Hiring] Senior Technical Support Engineer @Ping Identity

Role Description

As a Senior Support Engineer, you will be working in a customer-facing capacity dedicated to our top tier customers, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help with the resolution of any problems, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.

Main Responsibilities:

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience.
• Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Communicating with customers and partners through the online support tool, audio, video calls, and screen-sharing sessions.
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams.
• Reproducing customer problems internally, to enable the development and testing of a resolution.
• Collecting information and documenting bugs with Engineering for product/service issues impacting customers.
• Providing feedback to training and documentation teams for common or emerging issues.
• Ensuring best practices are followed and processes adhered to, especially regarding ISO27001/9001 compliance.
• Actively prioritizing tasks/workload with self-discipline and good timekeeping.
• Adopting an 'always-learning' mentality and sharing knowledge with team members and customers.
• Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage.
• Clearly communicating with all stakeholders - customers, team members, other departments, management.
• Leading escalation calls to brief stakeholder management on support cases and assist in creating action plans.
• Frequently mentoring other team members and promoting best practices around customer service and troubleshooting.
• Developing subject matter expertise in the product/service while understanding platform-wide interconnections.
• Using creative thinking and technical analysis skills to improve processes and delight customers.
• Leading by example with an excellent work ethic and a positive mentality.
• Contributing to technical screening, interviewing and final selection of new team members.
• Being the first point of call for urgent tickets and customer issues.

Qualifications

• 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 Communication: verbal, written, listening, present confidently, know audience.
• Excellent Troubleshooting: analytical, creative thinking, inquisitive, resilient, adaptive.
• Solid knowledge: REST API, SSL/TLS, IPv4, JSON, LDAP, Proxies.
• Experienced working with Linux (administration & troubleshooting), Virtualization (enterprise environment), Cloud-based platforms (AWS, Azure, Google Cloud Platform).
• Strong collaboration and teamwork skills.

Requirements

• Support experience with IAM (Identity Access Management) 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).