Overview

At Ping Identity, we aim to make digital experiences secure and seamless. Our intelligent, cloud identity platform supports customers worldwide, including a significant portion of the Fortune 100. We are focused on cybersecurity, digital experiences, and identity and access management.

We are headquartered in Denver, Colorado, with offices and employees around the globe. Ping Identity values the authentic contributions of every individual.

Life at Ping

We believe in a flexible, collaborative work environment and growing quickly while staying true to startup values. We hire talented, smart, fun, and genuinely nice people who succeed together.

Here are a few things that make Ping special:

• Empowering culture to do your best work
• Employee Resource Groups and inclusive belonging
• Regular company and team events
• Competitive benefits and perks
• Global volunteering and community initiatives
• Generous PTO and holiday schedule
• Progressive healthcare options
• Retirement programs
• Education reimbursement opportunities
• Commuter offset (specific locations)

Responsibilities

• Interacting with customers to identify and resolve technical issues in a professional, efficient manner
• Meeting or exceeding customer expectations on response quality, timeliness, and overall experience
• Acting as Queue Manager during weekend shifts for efficient case handling and triage
• Providing technical support across multiple products with effective troubleshooting and resolution
• Escalating to on-call Product SMEs when needed and using runbooks for non-core expertise
• Managing phone support and alerts, escalating as required
• Communicating with customers and partners via support tools, audio/video calls, and screen sharing
• Reproducing customer problems internally to enable resolution testing
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success while maintaining professional conduct
• Collecting information and documenting bugs for product/services issues
• Prioritizing tasks with self-discipline and good timekeeping
• Adopting an always-learning mindset and learning from experience
• Participation in escalation calls to brief stakeholders and assist in action plans
• Ensuring best practices and ISO/security compliance are followed

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; experience with web-based ticketing, web conferencing, and phone support
• Strong collaboration and teamwork skills
• Ability to prioritize workload and adapt to a follow-the-sun support model
• Ability to listen effectively and reproduce customer problems remotely
• Solid background on Linux, Unix, and Windows Server OS with administration and troubleshooting skills
• Fundamental understanding of Internet protocols (HTTP, SSL, IPv4/IPv6)
• Working knowledge of Java, web containers (Tomcat, JBoss) and web servers (Apache, IIS)
• Experience with virtualization in an enterprise environment
• Experience with cloud platform services (AWS, Azure, Google Cloud Platform)

Preferred

• Networking infrastructure including proxies, load balancers, and firewalls
• Java installation/tuning and code analysis
• Java performance analysis
• Directory services such as LDAP and AD
• Databases – SQL

Equal Opportunity

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