Senior Technical Support Engineer II
Core
Provide high-quality technical assistance and troubleshooting for enterprise customers using Ping Identity's cloud identity platform, ensuring seamless digital experiences.
Role type
Senior Technical Support Engineer (Level 2)
Builds
Customer support operations and incident resolution for identity and access management products
Domain
Cybersecurity, Identity and Access Management (IAM), Cloud Services
Deliverable
client delivery
Required skills
Linux/Unix/Windows Enterprise Server administration, HTTP/SSL/IPv4/v6 protocols, Java web containers (Tomcat, JBoss), web servers (Apache, IIS), virtualization, AWS/Azure/GCP cloud platforms, SQL databases, LDAP/AD directory services
Preferred skills
Docker, Kubernetes, scripting, Java performance analysis (Heap maps/JMAP/GC), load balancers, firewalls, JavaScript, Groovy
Responsibilities
Respond to customer cases via phone, web conferencing, and screen-sharing; manage case escalations and act as Queue Manager during weekend shifts; reproduce customer problems internally to enable resolution; document bugs for engineering teams; collaborate with Engineering, SREs, and Product Management; adhere to ISO27001/9001 compliance and security incident protocols.
Seniority
Senior, hands-on IC