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Senior Technical Support Engineer - Shifted Workweek

4 weeks ago
United States
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
Active Directory Apache AWS Azure Docker GCP Groovy HTTP Java JavaScript Kubernetes Linux SQL TLS Unix Windows Server
Apply Now
Ping Identity

Ping Identity

Ping Identity provides cloud-based identity management software that enables organizations to secure and streamline user access to applications and data, ensuring a seamless experience for employees, partners, and customers in a digital environment.

IT Services
1K-5K
Founded 2002
View All Jobs 6

Description

  • Provide technical support to customers across multiple products and resolve issues through troubleshooting and root-cause analysis.
  • Interact with customers professionally via ticketing systems, phone, web conferencing, audio/video calls, and screen sharing.
  • Manage weekend queue operations, triage cases, and handle escalations as Queue Manager during assigned shifts.
  • Respond to phone support requests and alerts, escalating cases to the appropriate on-call subject matter experts when needed.
  • Reproduce customer issues internally to support resolution development and testing.
  • Collaborate with Support, Engineering, SRE, Product Management, and Customer Success teams on customer cases.
  • Document bugs and gather issue details for Engineering or Training/Documentation teams.
  • Participate in escalation calls and help create action plans to resolve customer issues quickly.
  • Follow best practices and comply with ISO27001/9001, security incident, and data breach processes.

Requirements

  • Typically requires 5+ years of related experience with a bachelor’s degree, or equivalent work experience.
  • Excellent verbal and written communication skills.
  • Strong troubleshooting and problem-solving skills.
  • Demonstrated collaboration and teamwork skills.
  • Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model.
  • Ability to listen carefully and identify information needed to reproduce customer problems remotely.
  • Strong background in Linux, Unix, and Windows Enterprise Server administration and troubleshooting.
  • Solid understanding of internet fundamentals, including HTTP, SSL, and IPv4/v6.
  • Working knowledge of Java, web containers such as Tomcat or JBoss, and web servers such as Apache or IIS.
  • Experience with virtualization in an enterprise environment.
  • Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform.
  • Preferred: DevOps tools and practices including Docker, scripting, and Kubernetes.
  • Preferred: Networking infrastructure knowledge, including proxies, load balancers, and firewalls.
  • Preferred: Java tuning, code analysis, and performance analysis tools such as heap maps, JMAP, and GC.
  • Preferred: Directory services experience with LDAP and Active Directory.
  • Preferred: Database experience with SQL.
  • Preferred: Programming experience with JavaScript or Groovy.

Benefits

  • Salary range of $80,000 to $100,000.
  • Generous PTO and holiday schedule.
  • Parental leave.
  • Progressive healthcare options.
  • Retirement programs.
  • Education reimbursement opportunity.
  • Commuter offset in specific locations.
  • Flexible, collaborative work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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