Senior Technical Support Engineer - Shifted Workweek

About this role

<div class="content-intro"><p><strong>About Ping Identity:&nbsp;</strong></p> <p>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.&nbsp;</p> <p>Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.&nbsp;</p> <p>While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture.&nbsp;<a href="https://www.pingidentity.com/en/company/championing-every-identity.html">We champion every identity.</a> One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.&nbsp;</p> <p>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.&nbsp;</p></div><p><strong>Role Purpose Statement:&nbsp;</strong></p> <p>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.</p> <p><strong>Work Schedule</strong></p> <ul> <li>Shift would be Thursday to Monday</li> <li>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.</li> </ul> <p><strong>Main Responsibilities:</strong></p> <ul> <li>Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.</li> <li>Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience</li> <li>Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests</li> <li>Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolution</li> <li>Where assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required</li> <li>Managing and responding to phone support and alerts, escalating cases as needed</li> <li>Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions</li> <li>Reproducing customer problems internally, to enable the development and testing of a resolution</li> <li>Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times</li> <li>Collecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers</li> <li>Actively prioritizing tasks/workload with self-discipline and good timekeeping</li> <li>Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction</li> <li>Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. Showing empathy for the customer's situation and listening with the intent to understand the situation clearly</li> <li>Ensuring best practices are followed and processes are adhered to, especially with</li> </ul> <p>regard to ISO27001/9001 compliance, security incidents and data breaches</p> <p>&nbsp;</p> <p><strong>Required Skills &amp; Qualifications</strong></p> <ul> <li>Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience</li> <li>Excellent Communication - both verbal and written; support is conducted via web-based ticketing system, web conferencing and phone</li> <li>Excellent troubleshooting skills</li> <li>Demonstrable collaboration and teamwork skills</li> <li>Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model</li> <li>Ability to be a good listener; identifying key information in order to reproduce a customer’s problem remotely</li> <li>Strong background of working on Linux, Unix &amp; Windows Enterprise Server OS, with mixed skills around administration and troubleshooting</li> <li>Solid understanding of the technical fundamentals of the Internet - you should have a solid knowledge of protocols such as HTTP, SSL and IPv4/v6</li> <li>Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS)</li> <li>Experience of virtualisation in an enterprise environment</li> <li>Cloud-based platform services - AWS, Azure, Google Cloud Platform</li> </ul> <p><strong>Preferred:</strong></p> <ul> <li>DevOps deployments - Docker, Scripting, Kubernetes</li> <li>Networking infrastructure - Proxies, Load balancers, Firewalls</li> <li>Installing/tuning/code analysis of Java</li> <li>Java performance analysis - Heap maps/JMAP/GC</li> <li>Directory - LDAP, AD</li> <li>Databases – SQL</li> <li>Programming languages - JavaScript, Groovy</li> </ul> <p>Salary Range&nbsp;</p