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Senior Cloud Technical Support Engineer

2 months ago

Denver, United States Ping Identity Full time
Job DescriptionJob Description

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. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

Note: This positions shift is scheduled either between 4PM-1AM or 12AM to 9AM Mountain time (1 hour lunch + 30 minutes of break time included)

The Global Support Organization (GSO) is primarily responsible for providing product support to customers to deflect non-defect and non-feature cases from Product Development. The cloud technical support engineer, reporting to the technical support manager, is responsible for providing product support to customers on the products used in their cloud environments, as well as assuming system administration responsibilities in certain areas. You will work closely with platform engineering in ensuring that customer inquiries are addressed, and that the products running in the cloud environment are well-maintained, while being exposed to several technologies and practices, such as AWS, Kubernetes, and devops.

You will:

Manage and complete support cases and service requests for customersMonitor and Administer PingDirectory, PingFederate, and PingAccess in a devops environmentProvide communication with and between customers and other supporting teams across the organizationUpdate processes, documentation, and knowledge base as changes are made or discoveredAssist in coordinating and diagnosing issues with third-party tools used in customer environmentsInitiate and participate in incidents and root cause analyses as a product SME

You have:

  • Advanced Certification or minimum 2 years experience supporting at least 2 of the following:
    • PingDirectory
    • PingFederate
    • PingAccess
  • Data analysis and correlation - Utilizing data analytics to correlate disparate data points and logs to draw conclusions about the source of a problem
  • Complex System Analysis - Understanding and diagnosing issues within highly complex and integrated systems.
  • Root Cause Analysis - Digging deeper into problems to understand the underlying causes, not just the symptoms.
  • Excellent understanding of IAM Security best practices
  • Proficient understanding of change management

You have an advantage if:

  • Experience working in a Kubernetes environment
  • Experience with networking
  • Experience in System Administration of an enterprise environment
  • Proficient in querying with tools like ElasticSearch/Kibana, Cloudwatch, Jira, etc.
  • Excellent customer service skills
  • Extroverted in nature - Enjoy working with customers, potentially under pressure

#Li-remote

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.

Here are just a few of the things that make Ping special:

  • A company culture that empowers you to do your best work.
  • Employee Resource Groups that create a sense of belonging for everyone.
  • 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
  • Opportunity for Education Reimbursement
  • Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. 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 federal, state, or local law.