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- Tasks: Help customers resolve technical issues and ensure seamless product experiences.
- Company: Join Ping Identity, a leader in secure digital experiences for global enterprises.
- Benefits: Enjoy flexible work, competitive perks, generous PTO, and education reimbursement.
- Why this job: Be part of a culture that celebrates individuality and fosters continuous learning.
- Qualifications: 5+ years experience in tech support with strong communication and troubleshooting skills.
- Other info: Work in a collaborative environment with opportunities for growth and community involvement.
The predicted salary is between 42000 - 84000 £ per year.
Join to apply for the Senior Technical Support Engineer I role at Ping Identity
Join to apply for the Senior Technical Support Engineer I role at Ping Identity
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.
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 Individuality, 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.
As a Senior Technical Support Engineer, you will be working in a customer-facing capacity, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help the resolution of any problems by working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have continuous operation of our products.
Main Responsibilities:
- Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
- Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
- Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. Ability to think logically and creatively, with a detail-oriented working style, such that all angles of troubleshooting/resolution are covered and captured
- Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions
- Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
- Reproducing customer problems internally, to enable the development and testing of a resolution
- Collecting information and documenting bugs with Engineering for product/service issues that are impacting customers
- Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
- Ensuring best practices are followed and processes are adhered to, especially with
- regard to ISO27001/9001 compliance, security incidents and data breaches
- Actively prioritizing tasks/workload with self-discipline and good timekeeping
- Adopting an \’always-learning\’ mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction. Showing a willingness to share knowledge with team members and customers
- Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage
- Clearly communicating with all stakeholders – customers, team members, other departments, management
- Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. Showing empathy for the customer\’s situation and listening with the intent to understand the situation clearly
- Helping and advising other team members, with knowledge of tickets, best practices around customer service and troubleshooting and knowledge base articles
- Building a rounded knowledge of the product/service and considering a subject matter expertise
- On-call may be a requirement for this position
Required Skills & Qualifications
- Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience
- Excellent Communication – both verbal and written; support is conducted via web-based ticketing system and over web conferencing
- Excellent troubleshooting skills
- Strong background of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting
- Solid understanding of the technical fundamentals of the Internet – you should have a solid knowledge of protocols such as HTTP, SSL and IPv4/v6
- Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS)
- Experience of virtualisation in an enterprise environment
- Demonstrable collaboration and teamwork skills
- Ability to be a good listener; identifying key information in order to reproduce a customer’s problem remotely
- Cloud-based platform services – AWS, Azure, Google Cloud Platform
- DevOps deployments – Docker, Scripting, Kubernetes
- Networking infrastructure – Proxies, Load balancers, Firewalls
- Installing/tuning/code analysis of Java
- Java performance analysis – Heap maps/JMAP/GC
- Directory – LDAP, AD
- Databases – SQL
- Programming languages – JavaScript, Groovy
Salary Range
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.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
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Industries
Software Development
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Senior Technical Support Engineer I employer: Ping Identity
Contact Detail:
Ping Identity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer I
✨Tip Number 1
Familiarise yourself with Ping Identity's products and services. Understanding their cloud identity platform and how it enhances digital experiences will help you engage more effectively during interviews and discussions.
✨Tip Number 2
Brush up on your technical skills, especially in Linux, Unix, and Windows Enterprise Server OS. Being able to demonstrate your troubleshooting abilities in these environments will set you apart from other candidates.
✨Tip Number 3
Showcase your collaboration skills by preparing examples of how you've worked cross-functionally in previous roles. Highlighting your ability to communicate effectively with different teams will resonate well with the company culture.
✨Tip Number 4
Prepare for potential scenario-based questions that assess your problem-solving skills. Think of specific instances where you successfully resolved customer issues, as this aligns with the role's focus on customer experience.
We think you need these skills to ace Senior Technical Support Engineer I
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the job description. Focus on your technical support experience, especially with Linux, Unix, and Windows Enterprise Server OS, as well as your knowledge of protocols like HTTP and SSL.
Craft a Compelling Cover Letter: In your cover letter, express your passion for digital freedom and how it resonates with Ping Identity's values. Mention specific experiences where you've demonstrated excellent communication and problem-solving skills in a customer-facing role.
Showcase Your Technical Skills: Clearly outline your technical skills in your application. Include your experience with Java, web servers, cloud platforms, and networking infrastructure. Use specific examples to demonstrate your expertise and how it can benefit Ping Identity.
Highlight Team Collaboration: Emphasise your ability to work collaboratively with cross-functional teams. Provide examples of how you've successfully worked with engineering or product management teams to resolve customer issues, showcasing your teamwork and communication skills.
How to prepare for a job interview at Ping Identity
✨Showcase Your Technical Skills
As a Senior Technical Support Engineer, you'll need to demonstrate your expertise in Linux, Unix, and Windows Enterprise Server OS. Be prepared to discuss your experience with protocols like HTTP and SSL, as well as your knowledge of Java and web servers. Highlight specific examples from your past roles where you successfully resolved technical issues.
✨Emphasise Communication Skills
Excellent communication is key in this role. Practice articulating complex technical concepts in a clear and concise manner. During the interview, focus on how you've effectively communicated with customers and team members in previous positions, especially in high-pressure situations.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss your approach to troubleshooting and problem resolution. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing how you took ownership of customer issues and worked cross-functionally to find solutions.
✨Exhibit a Customer-Centric Mindset
Ping Identity values empathy and respect for individuality. Be ready to share examples of how you've gone above and beyond to ensure customer satisfaction. Discuss how you listen to customers' needs and adapt your approach to provide tailored support.
