OverviewAt 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 PingWe 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 workEmployee Resource Groups and inclusive belongingRegular company and team eventsCompetitive benefits and perksGlobal volunteering and community initiativesGenerous PTO and holiday scheduleProgressive healthcare optionsRetirement programsEducation reimbursement opportunitiesCommuter offset (specific locations)ResponsibilitiesInteracting with customers to identify and resolve technical issues in a professional, efficient mannerMeeting or exceeding customer expectations on response quality, timeliness, and overall experienceActing as Queue Manager during weekend shifts for efficient case handling and triageProviding technical support across multiple products with effective troubleshooting and resolutionEscalating to on-call Product SMEs when needed and using runbooks for non-core expertiseManaging phone support and alerts, escalating as requiredCommunicating with customers and partners via support tools, audio/video calls, and screen sharingReproducing customer problems internally to enable resolution testingCollaborating with Support, Engineering, SREs, Product Management and Customer Success while maintaining professional conductCollecting information and documenting bugs for product/services issuesPrioritizing tasks with self-discipline and good timekeepingAdopting an always-learning mindset and learning from experienceParticipation in escalation calls to brief stakeholders and assist in action plansEnsuring best practices and ISO/security compliance are followedRequired Skills & QualificationsTypically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experienceExcellent verbal and written communication; experience with web-based ticketing, web conferencing, and phone supportStrong collaboration and teamwork skillsAbility to prioritize workload and adapt to a follow-the-sun support modelAbility to listen effectively and reproduce customer problems remotelySolid background on Linux, Unix, and Windows Server OS with administration and troubleshooting skillsFundamental 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 environmentExperience with cloud platform services (AWS, Azure, Google Cloud Platform)PreferredNetworking infrastructure including proxies, load balancers, and firewallsJava installation/tuning and code analysisJava performance analysisDirectory services such as LDAP and ADDatabases – SQLEqual OpportunityWe 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. #J-18808-Ljbffr