Senior Technical Support Engineer

4 weeks ago


Denver, Colorado, United States Ping Identity Full time
About Ping Identity:
At Ping Identity, we're passionate about creating secure and seamless digital experiences for all users. Our intelligent, cloud-based identity platform empowers people to interact, work, and shop without friction or fear. We're headquartered in Denver, Colorado, with offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including over half of the Fortune 100.

Our Mission:
We're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. We believe in making digital freedom a reality for everyone.

The Role:
As a Senior Technical Support Engineer at Ping Identity, you'll be part of our Global Support Organization, the primary interface between Ping and our valued customers and partners. You'll work with our partners and customers 24/7, providing expert support for our products, including PingFederate, PingAccess, PingDirectory, PingOne, PingID, and integration kits. You'll investigate complex issues, manage customer expectations, and communicate proactively via phone, email, and internet meeting systems. You'll also contribute to our knowledge base and participate in our community system.

Key Responsibilities:
• Assist with escalated customer engagements
• Investigate issues and queries using our existing bodies of knowledge and test labs
• Manage customer expectations
• Communicate frequently and proactively follow up with customers
• Actively participate in our community system
• Contribute to our knowledge base

Requirements:
• Linux-based or Windows server OS management
• Lightweight Directory Access Protocol (LDAP) and Directory Services
• Networking, including Load Balancers, Firewalls, IP, DNS, PKI, and X.509 certificates
• Internet Protocols (HTTPS/SSL/TLS, etc.)
• Experience with APIs (knowledge of REST and SCIM)
• Experience with scripting languages

What We Offer:
• Competitive compensation and benefits package
• Generous PTO and holiday schedule
• Parental leave
• Progressive healthcare options
• Retirement programs
• Opportunity for education reimbursement
• Commuter offset (specific locations)

Life at Ping:
We believe in a flexible, collaborative work environment. We're growing quickly, but remain true to our innovative, can-do startup values. We're a company that empowers you to do your best work, with a culture that celebrates diversity and promotes individuality. We're committed to building an inclusive and diverse environment where everyone's unique contributions are valued and respected.

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