Senior Technical Support Engineer

About Ping Identity

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. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. 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.

Role Overview

As a member of the Elite Support Team at Ping Identity, you will work with our premium customers. You will help our customers troubleshoot PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits. The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Elite team are specialists in their field and responsible for providing an exceptional level of support. We operate a follow-the-sun, multi-site, model. We work with our partners and customers twenty four hours a day on services that affect both their workforce and customers. We help our customers succeed in the application, administration, and maintenance of their Ping solutions. You will report to the Support Team manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees.

In this role there is an element of on-call, on rotation across the global team to ensure that response and resolution Service level agreements are met.

Responsibilities

• You will be the dedicated engineers for our premium customers. Setting up troubleshooting sessions and speaking with customers via phone will happen regularly
• Investigate and reproduce issues in your own lab environment, to enable the development and testing of a resolution
• Lead 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.
• Manage customer expectations and ensure SLAs are being met
• Collect information and document bugs with Engineering for the product/service issues that are impacting customers.
• Communicate frequently follow up with the customer by phone, email, and internet meeting systems
• Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction.
• Maintain technical proficiency to enable you to resolve highly complex issues reported by customers, through training and lab setups.
• Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles.
• Understand our business processes
• Be a mentor, sharing knowledge, on-boarding and supporting other Engineers.

Qualifications

• Bachelor's degree in information technology, engineering, or a related field.
• Minimum of 6 years of overall experience with at least 3+ years of work experience in IAM.