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Ping Identity is seeking a Senior Technical Support Engineer to join its global support team on a shifted work schedule (Thursday–Monday). The role focuses on delivering high-quality technical assistance to enterprise customers, ensuring seamless experiences with Ping Identity's cloud identity platform.
Key responsibilities include:
- Providing technical support across multiple Ping Identity products, troubleshooting issues, identifying root causes, and resolving problems efficiently
- Interacting professionally with customers via ticketing systems, phone, video conferencing, and screen-sharing to diagnose and resolve technical issues
- Acting as Queue Manager during weekend shifts, triaging support requests and ensuring efficient case handling
- Escalating complex cases to on-call Product Subject Matter Experts and Engineering teams as needed
- Reproducing customer problems internally to enable development and testing of solutions
- Collaborating with Support, Engineering, SREs, Product Management, and Customer Success teams
- Documenting bugs and issues for Engineering or Training/Documentation teams
- Participating in escalation calls to brief stakeholders and develop action plans
- Ensuring compliance with ISO 27001/9001 standards, security incident protocols, and data breach procedures
- Maintaining self-discipline, prioritizing workload effectively, and adopting an always-learning mindset
The role operates on a follow-the-sun support model with shifts aligned to regional business hours. The candidate will support Ping Identity's largest enterprise customers, including more than half of the Fortune 100.
