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Ping Identity is a cloud identity platform company that enables secure and seamless digital experiences for enterprises. As a Senior Technical Support Engineer II based in Sydney, you will be a critical member of the global support team, providing high-quality technical assistance to enterprise customers including more than half of the Fortune 100.
You will work on a shifted schedule including weekends to ensure continuous support coverage in a follow-the-sun model. Your primary responsibilities include:
- Providing technical support across multiple Ping Identity products, troubleshooting issues, identifying root causes, and resolving problems efficiently
- Interacting professionally with customers via web-based ticketing, phone, video conferencing, and screen-sharing to help identify and resolve technical issues
- Acting as Queue Manager during weekend shifts, ensuring efficient case handling and triaging support requests
- Managing phone support and alerts, escalating cases to on-call Product Subject Matter Experts as needed
- Reproducing customer problems internally to enable development and testing of resolutions
- Collaborating with Support, Engineering, SREs, Product Management, and Customer Success teams
- Documenting bugs and product/service issues impacting customers for Engineering and Documentation teams
- Participating in escalation calls to brief stakeholders and assist in creating action plans
- Ensuring compliance with ISO27001/9001 standards, security incident protocols, and data breach procedures
- Maintaining an "always-learning" mentality and adopting best practices
You will meet or exceed customer expectations on response quality, timeliness, and overall experience while actively prioritizing workload with self-discipline and good timekeeping.
REQUIREMENTS:
- Minimum 5+ years of related technical support or systems administration experience, or equivalent work experience with a Bachelor's degree
- Excellent verbal and written communication skills
- Excellent troubleshooting and problem-solving abilities
- Strong collaboration and teamwork skills
- Ability to prioritize workload and adapt to fast-paced, follow-the-sun support model
- Strong background with Linux, Unix, and Windows Enterprise Server OS (administration and troubleshooting)
- Solid understanding of Internet technical fundamentals: HTTP, SSL, IPv4/v6 protocols
- Working knowledge of Java, web containers (Tomcat, JBoss), and web servers (Apache, IIS)
- Experience with enterprise virtualization
- Knowledge of cloud-based platform services (AWS, Azure, Google Cloud Platform)
PREFERRED:
- DevOps deployments (Docker, Scripting, Kubernetes)
- Networking infrastructure (Proxies, Load balancers, Firewalls)
- Java installation, tuning, and code analysis
- Java performance analysis (Heap maps, JMAP, GC)
- Directory services (LDAP, Active Directory)
- SQL databases
- Programming languages (JavaScript, Groovy)
