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Ping Identity is seeking a Senior Technical Support Engineer to deliver world-class support to enterprise customers on their cloud identity platform. In this customer-facing role, you will own end-to-end resolution of technical issues for top-tier customers, working across support, engineering, SREs, product management, and customer success teams.
Key responsibilities include:
- Providing professional, timely technical support via chat, email, phone, and video to enterprise customers
- Taking ownership of complex customer issues from initial troubleshooting through root cause analysis and resolution
- Reproducing customer problems internally and collaborating with engineering to develop fixes
- Documenting bugs and providing feedback to product and documentation teams
- Leading escalation calls and briefing stakeholders on critical support cases
- Mentoring junior team members and contributing to knowledge base development
- Participating in on-call rotations and weekend coverage
- Developing deep subject matter expertise in the platform while maintaining breadth across interconnected systems
- Contributing to process improvements and best practices
- Participating in technical screening and hiring of new team members
You will work with the largest enterprises globally, including more than half of the Fortune 100. The role requires strong communication skills, logical and creative problem-solving, attention to detail, and a commitment to continuous learning. You'll be expected to mentor others, lead by example, and drive innovation in customer support practices while maintaining ISO27001/9001 compliance and security standards.
