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Senior Technical Support Engineer I

Senior Technical Support Engineer at Ping Identity, Bengaluru.
Ping Identity
On-Site
India
Undisclosed salary
Job Description
Ping Identity is seeking a Senior Technical Support Engineer to join their global support team. This role is crucial for ensuring seamless customer experiences through high-quality technical assistance. The engineer will work on a shifted schedule, including weekends, to provide continuous support coverage. They will assist with product-specific cases, manage escalations, provide phone support, and respond to alerts.

Role involves:
  • Interacting with customers to resolve technical issues.
  • Acting as Queue Manager during weekend shifts.
  • Providing technical support across multiple products.
  • Managing and responding to phone support and alerts.
  • Reproducing customer problems internally.
  • Collaborating with Support, Engineering, SREs, Product Management, and Customer Success teams.
  • Collecting information and documenting bugs.
  • Actively prioritizing tasks and workload.
  • Participating in escalation calls.

Requirements:
  • Minimum of 5 years of related experience with a Bachelor’s degree or equivalent.
  • Excellent communication skills (verbal and written).
  • Excellent troubleshooting skills.
  • Demonstrable collaboration and teamwork skills.
  • Ability to prioritize workload and adapt to a fast-paced support model.
  • Strong background in Linux, Unix, and Windows Enterprise Server OS.
  • Solid understanding of HTTP, SSL, and IPv4/v6.
  • Working knowledge of Java, web containers (Tomcat, JBoss), and web servers (Apache, IIS).
  • Experience of virtualization in an enterprise environment.
  • Experience with cloud-based platform services (AWS, Azure, Google Cloud Platform).

Role offers:
  • A 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.
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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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