Senior Technical Support Engineer II
Core
Providing high-quality technical assistance and troubleshooting for enterprise customers on 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, root cause analysis, phone support, queue management
Preferred skills
Docker, Kubernetes, scripting, Java performance analysis (Heap maps/JMAP/GC), LDAP/AD, SQL, JavaScript, Groovy, load balancers, firewalls
Responsibilities
Respond to customer cases via phone, web conferencing, and ticketing systems; act as Queue Manager during weekend shifts; reproduce customer problems internally; escalate complex issues to Product SMEs; document bugs for Engineering; collaborate with Engineering, SREs, and Product teams; adhere to ISO27001/9001 compliance and security incident procedures.
Seniority
Senior, hands-on IC