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Senior Technical Support Engineer I

Senior Technical Support Engineer I role at Ping Identity.
Ping Identity
On-Site
India
Undisclosed salary
Job Description
Ping Identity is seeking a Senior Technical Support Engineer I to join their Global Support Organization. This role involves providing product support to customers on cloud environments, working closely with platform engineering to address customer inquiries, and maintaining products running in the cloud environment. The engineer will be exposed to technologies and practices such as AWS, Kubernetes, and DevOps.

Role involves:
  • Delivering excellent customer experience.
  • Managing and executing service requests for customers on PingOne cloud platform.
  • Monitoring and Administering PingDirectory, PingFederate, and PingAccess in a devops environment
  • Providing communication with and between customers and other supporting teams across the organization
  • Contributing to knowledge resources
  • Assisting in coordinating and diagnosing issues with third-party tools used in customer environments
  • Initiating and participating in incidents and root cause analyses as a product SME

Requirements:
  • 7 years related experience providing technical support at an Enterprise level.
  • Advanced Certification or minimum 2 years experience supporting at least 2 of the following: PingDirectory, PingFederate, PingAccess
  • Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS.
  • Experience working in a Kubernetes environment.
  • Proficient in querying with tools like ElasticSearch/Kibana, Cloudwatch, Jira, etc.
  • Experience with REST APIs, SCIM and debugging tools like PostMan, Fiddler, Wireshark etc.
  • Troubleshooting web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers.
  • Proficient understanding of change management
  • Excellent team player, actively participating in a collaborative environment, assisting colleagues with complex queries and sharing knowledge with global team members.
  • Advanced troubleshooting skills in a technical environment.

Role offers:
  • Flexible, collaborative work environment.
  • Employee Resource Groups.
  • Regular company and team bonding events.
  • Competitive benefits and perks.
  • Global volunteering and community initiatives.
  • Generous PTO & Holiday Schedule.
  • Parental Leave
  • Progressive Healthcare Options
  • Retirement Programs
  • Opportunity for Education Reimbursement
  • Commuter Offset (Specific locations)
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Ping Identity

Ping Identity is a leading intelligent identity platform provider, ensuring secure and seamless digital experiences for users globally. The company's cloud-based solutions enable secure access for customers, employees, and partners, facilitating frictionless digital interactions. Headquartered in Denver, Colorado, Ping Identity serves a large portfolio of enterprise clients, including over half of the Fortune 100. The company champions digital freedom and fosters a culture of individuality and respect within its diverse global team. Ping Identity is at the forefront of innovation in cybersecurity, identity management, and digital experience solutions.

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