Technical Support Engineer, Ping Identity
Shifted Work Week
More information about location
Identity and access management solutions
Be an early applicant
Identity and access management solutions
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To make digital experiences both secure and seamless for all users, without compromise.
Role
Who you are
- Demonstrable collaboration and teamwork skills
- Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support modelAbility to be a good listener; identifying key information in order to reproduce a customer’s problem remotely
- 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/v6Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS)Experience of virtualisation in an enterprise environment
- Cloud-based platform services - AWS, Azure, Google Cloud PlatformPreferred: DevOps deployments - Docker, Scripting, Kubernetes
- Networking infrastructure - Proxies, Load balancers, FirewallsInstalling/tuning/code analysis of JavaJava performance analysis - Heap maps/JMAP/GCDirectory - LDAP, ADDatabases – SQLProgramming languages - JavaScript, Groovy
What the job involves
- As a Technical Support Engineer II, 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
- Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues
- Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience
- Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests
- Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolutionWhere assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required
- Managing and responding to phone support and alerts, escalating cases as needed
- Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessionsReproducing customer problems internally, to enable the development and testing of a resolution
- Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all timesCollecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers
- Actively prioritizing tasks/workload with self-discipline and good timekeepingAdopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
- 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
- Ensuring best practices are followed and processes are adhered to, especially withregard to ISO27001/9001 compliance, security incidents and data breaches
Our take
Ping Identity is a platform, delivered through both cloud services and on-premises software, providing a comprehensive Identity and Access Management service. In today’s highly connected digital world, digital identity management services — the process of identifying and authenticating users on networks to access services — has become a key aspect of interacting on the internet.
According to the latest forecasts, the digital identity market is worth approximately $60 billion in 2025, with annual growth rates ranging from 16 to 21%, depending on the source. Consequently, competition is heavy for PingIdentity, with some other strong players in the various branches of identity management, including Okta, LastPass, and Duo Security. The merger between PingIdentity and ForgeRock in 2023 went some way to consolidating a firm rooting in the industry for both companies.
Now combined with Forgerock, PingIdentity has successfully attracted considerable funding and serves hundreds of brands, including Morningstar, Vodafone, and GEICO, as well as the governments of Norway, Canada, and Belgium. Alongside this, both companies were acquired by the leading software investment firm, Thoma Bravo, in 2022 before the merger. This acquisition offered a unique opportunity for PingIdentity to further grow and marked the beginning of an exciting new chapter for the combined company and its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2020
$93.5m
SERIES E
Sep 2017
$88m
SERIES D
Total funding: $233.5m
Company benefits
- AD&D: Benefit to financially help loved ones in case of accidental death or disability
- 100% Company paid Health Care options
- Vacation Allowance
- Health and Wellbeing resources
- Parental Leave and Family Bonding
- Expert Eye Care and the lastest eye wear
- Range of dental coverage
- Retirement programs with several investment options and financial planning services
- Employee Assistance Program
- Free lunches, snacks, and drinks
- Commuter Offset
Leadership
Andre Durand
(Founder & CEO)Is on the board for Jamf, Executive Chairman of Identiverse. Previously the Co-Founder of Digital ID World, LLC and Founder and General Manager of Jabber, Inc.
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