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

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

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