Senior Technical Support Engineer

Responsibilities

• Interact with customers, providing professional and efficient assistance to identify and resolve technical issues.
• Meet or exceed customer expectations regarding response quality, timeliness, and overall experience.
• Act as Queue Manager (QM) during weekend shifts, managing case handling and triaging support requests.
• Provide technical support across multiple products, ensuring efficient troubleshooting, root cause identification, and issue resolution.
• Work within established product runbooks and escalate to oncall Product SMEs for products outside core expertise.
• Manage and respond to phone support and alerts, escalating cases as needed.
• Communicate with customers and partners via online support tools, audiovideo calls, and screensharing sessions.
• Reproduce customer problems internally for resolution development and testing.
• Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams, demonstrating respect for all team members and customers.
• Collect information and document bugs with Engineering or TrainingDocumentation for impacting productservice issues.
• Actively prioritize tasks and workload with selfdiscipline and good timekeeping.
• Maintain an alwayslearning mentality, humble attitude about knowledge limitations, and ability to learn from experience.
• Participate in escalation calls to brief stakeholders and assist in creating action plans to resolve customer issues, showing empathy and active listening.
• Ensure best practices are followed and processes adhered to, especially concerning ISO270019001 compliance, security incidents, and data breaches.

• Minimum Qualifications

  • Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.
  • Excellent verbal and written communication skills.
  • Excellent troubleshooting skills.
  • Demonstrable collaboration and teamwork skills.
  • Ability to prioritize workload and adapt to a fastpaced, followthesun support model.
  • Ability to be a good listener and identify key information to reproduce customer problems remotely.
  • Strong background working on Linux, Unix & Windows Enterprise Server OS, with mixed administration and troubleshooting skills.
  • Solid understanding of the technical fundamentals of the Internet, including protocols such as HTTP, SSL, and IPv4v6.
  • Working knowledge of Java, web containers (e.g., Tomcat, JBoss), and web servers (e.g., Apache, IIS).
  • Experience with virtualization in an enterprise environment.
  • Experience with Cloudbased platform services (AWS, Azure, Google Cloud Platform).

  • Preferred Qualifications

    • DevOps deployments (Docker, Scripting, Kubernetes).
    • Networking infrastructure (Proxies, Load balancers, Firewalls).
    • Installingtuningcode analysis of Java.
    • Java performance analysis (Heap mapsJMAPGC).
    • Directory (LDAP, AD).
    • Databases (SQL).
    • Programming languages (JavaScript, Groovy).

    • Salary Range: $83,500 $100,000

      In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19085) 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.

      Life at Ping:

      We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, cando startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

      Here are just a few of the things that make Ping special:

      • A company culture that empowers you to do your best work.
      • Employee Resource Groups that create a sense of belonging for everyone.
      • Regular company and team bonding events.
      • Competitive benefits and perks.
      • Global volunteering and community initiatives

      • Our Benefits:

        • Generous PTO & Holiday Schedule
        • Parental Leave
        • Progressive Healthcare Options
        • Retirement Programs
        • Opportunity for Education Reimbursement
        • Commuter Offset (Specific locations)

        • Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

          We are an Equal OpportunityAffirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.