Senior Technical Support Engineer, ForgeRock

• Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience
• Excellent verbal and written communication skills
• Excellent troubleshooting skills
• Demonstrable collaboration and teamwork skills
• Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model
• Ability to be a good listener and identify key information to reproduce customer problems remotely
• Strong background working on Linux, Unix & Windows Enterprise Server OS, with mixed administration and troubleshooting skills
• Solid understanding of the technical fundamentals of the Internet, including 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 with virtualization in an enterprise environment
• Experience with Cloud-based platform services (AWS, Azure, Google Cloud Platform)

Desirable

• As a Senior Technical Support Engineer, you will play a critical role in ensuring seamless customer experiences by providing high-quality technical assistance
• You will be part of the global support team, working on a shifted schedule that includes weekends to ensure continuous support coverage
• In this role, you will assist with product-specific cases, manage case escalations, provide phone support and respond to alerts, helping Ping Identity deliver superior customer support
• There are two shift options, Thursday to Monday or Friday to Tuesday
• Hours are defined based on the follow-the-sun model to ensure global support, requiring specific shifts to align with this approach - these will be normal business hours in your regional time zone
• Interact with customers, providing professional and efficient assistance to identify and resolve technical issues
• Meet or exceed customer expectations regarding response quality, timeliness, and overall experience
• Act as Queue Manager (QM) during weekend shifts, managing case handling and triaging support requests
• Provide technical support across multiple products, ensuring efficient troubleshooting, root cause identification, and issue resolution
• Work within established product runbooks and escalate to on-call Product SMEs for products outside core expertise
• Manage and respond to phone support and alerts, escalating cases as needed
• Communicate with customers and partners via online support tools, audio/video calls, and screen-sharing sessions
• Reproduce customer problems internally for resolution development and testing
• Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams, demonstrating respect for all team members and customers
• Collect information and document bugs with Engineering or Training/Documentation for impacting product/service issues
• Actively prioritize tasks and workload with self-discipline and good timekeeping
• Maintain an "always-learning" mentality, humble attitude about knowledge limitations, and ability to learn from experience
• Participate in escalation calls to brief stakeholders and assist in creating action plans to resolve customer issues, showing empathy and active listening
• Ensure best practices are followed and processes adhered to, especially concerning ISO27001/9001 compliance, security incidents, and data breaches