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Senior Technical Support Engineer (Shifted Work Week) at Ping Identity

Senior Technical Support Engineer providing high-quality customer assistance on a shifted work week.
Remote
United Kingdom
Undisclosed salary

Ping Identity is seeking a Senior Technical Support Engineer to join its 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.

The Senior Technical Support Engineer will be responsible for assisting with product-specific cases, managing case escalations, providing phone support, and responding to alerts. This position requires collaboration with various teams within Ping Identity, including Support, Engineering, SREs, Product Management, and Customer Success.

Ping Identity offers a flexible, collaborative work environment and values individual differences, encouraging employees to bring their authentic selves to work.

Role involves:

  • Interacting with customers to identify and 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/workload.
  • Participating in escalation calls.
  • Ensuring best practices are followed.

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 of working on Linux, Unix & Windows Enterprise Server OS.
  • Solid understanding of the technical fundamentals of the Internet.
  • Working knowledge of Java, web containers, and web servers.
  • Experience of virtualization in an enterprise environment.
  • Cloud-based platform services experience (AWS, Azure, Google Cloud Platform).

What role offers:

  • Generous PTO & holiday schedule
  • Parental leave
  • Progressive healthcare options
  • Retirement programs
  • Opportunity for education reimbursement
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Ping Identity