Senior Technical Support Engineer - Shifted Workweek

Role Purpose Statement:

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

Shift would be Thursday to Monday

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.

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

Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests

Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolution

Where assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required

Managing and responding to phone support and alerts, escalating cases as needed

Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions

Reproducing customer problems internally, to enable the development and testing of a resolution

Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times

Collecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers

Actively prioritizing tasks/workload with self-discipline and good timekeeping

Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction

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

Ensuring best practices are followed and processes are adhered to, especially with

regard to ISO27001/9001 compliance, security incidents and data breaches

Required Skills & Qualifications

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience

Excellent Communication - both verbal and written; support is conducted via web-based ticketing system, web conferencing and phone

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; identifying key information in order to reproduce a customer’s problem remotely

Strong background of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting

Solid understanding of the technical fundamentals of the Internet - you should have a solid knowledge of 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 of virtualisation in an enterprise environment

Cloud-based platform services - AWS, Azure, Google Cloud Platform

Preferred:

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

$80,000 to $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.