Overview

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. It inspires our company and culture. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want — without friction and without fear. We champion every identity and celebrate differences so you can bring your authentic self to work. We are headquartered in Denver, Colorado and have offices and employees around the globe. We serve enterprises worldwide, including more than half of the Fortune 100. We’re changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

Work Schedule: There are two shift options, Thursday to Monday or Friday to Tuesday. Hours follow a follow-the-sun model to ensure global support, aligning with regional business hours.

Role

Technical Support Engineer II: You will play a critical role in ensuring seamless customer experiences by providing high-quality technical assistance as part of the global support team, with a shifted schedule that includes weekends to ensure continuous coverage. You will assist with product-specific cases, manage case escalations, provide phone support and respond to alerts to deliver superior customer support.

Main Responsibilities

• Interacting with customers, responding professionally and efficiently to identify and resolve technical issues.
• Meeting or exceeding customer expectations on response quality, timeliness and overall experience.
• Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests.
• Providing technical support across multiple products, troubleshooting, identifying root causes and resolving issues.
• Escalating to on-call Product SME when assigned products are outside core expertise, using established runbooks.
• Managing and responding to phone support and alerts, escalating cases as needed.
• Communicating with customers and partners via the online support tool, audio/video calls, and screen-sharing sessions.
• Reproducing customer problems internally to enable development and testing of resolutions.
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success; showing respect for all team members and customers.
• Collecting information and documenting bugs with Engineering or Training/Documentation for issues impacting customers.
• Prioritizing tasks/workload with self-discipline and good timekeeping.
• Maintaining an “always-learning” mindset and the ability to learn from experience and instruction.
• Participating in escalation calls to brief stakeholder management and assist in action plans to resolve issues quickly, with empathy for customers.
• Ensuring best practices and processes are followed, especially regarding ISO27001/9001 compliance, security incidents, and data breaches.

Required Skills & 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; support is conducted via web-based ticketing, web conferencing, and phone.
• Excellent troubleshooting skills; demonstrated collaboration and teamwork.
• Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model.
• Ability to be a good listener; identifying key information to reproduce a customer’s problem remotely.
• Strong background of working on Linux, Unix & Windows Enterprise Server OS, with administration and troubleshooting experience.
• Solid understanding of Internet fundamentals (e.g., HTTP, SSL, IPv4/IPv6).
• Working knowledge of Java, web containers (e.g., Tomcat, JBoss) and web servers (e.g., Apache, IIS).
• Experience with virtualization in an enterprise environment.
• Cloud-based platform services - AWS, Azure, Google Cloud Platform.

Preferred

• DevOps deployments - Docker, Scripting, Kubernetes.
• Networking infrastructure - Proxies, Load balancers, Firewalls.
• Java installation/tuning, code analysis; Java performance analysis (Heap maps/JMAP/GC).
• Directory services - LDAP, AD.
• Databases – SQL; Programming languages - JavaScript, Groovy.

Life at Ping

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly but stay true to innovative, can-do startup values. We hire talented, smart, fun, and genuinely nice people who collaborate to succeed.

• A company culture that empowers you to do your best work.
• Employee Resource Groups that foster belonging.
• 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
• Education Reimbursement
• Commuter Offset (Specific locations)

Ping is an equal opportunity/affirmative action employer. We welcome unique contributions and encourage you to be your best self. 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 law.