Ping Identity is hiring a Technical Support Engineer II (Shifted Work Week)

PingIdentity believes in digital freedom—making digital experiences secure and seamless for all users. As a Technical Support Engineer II on our global support team, you will play a critical role in ensuring seamless customer experiences by providing high-quality technical assistance on a shifted schedule that includes weekends to ensure continuous coverage.

What You'll Do

• Interact with customers professionally and efficiently to help them identify and resolve technical issues.
• Meet or exceed customer expectations on response quality, timeliness, and overall experience.
• Act as Queue Manager during weekend shifts, ensuring efficient case handling and triaging support requests.
• Provide technical support across multiple products, ensuring efficient troubleshooting, identification of root cause, and issue resolution.
• 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 to enable the development and testing of a resolution.
• Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams.
• Collect information and document bugs with Engineering or Training/Documentation for product issues impacting customers.
• Actively prioritize tasks and workload with self-discipline and good timekeeping.
• Adopt an 'always-learning' mentality and learn from experience and instruction.
• Participate in escalation calls to brief stakeholders and assist in creating action plans to solve customer issues quickly.
• Ensure best practices are followed, especially regarding ISO27001/9001 compliance, security incidents, and data breaches.

What We're Looking For

• 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 a customer’s problem remotely.
• Strong background working on Linux, Unix & Windows Enterprise Server OS, with mixed administration and troubleshooting skills.
• Solid understanding of Internet fundamentals and 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.

Nice to Have

• DevOps deployments: Docker, Scripting, Kubernetes.
• Networking infrastructure: Proxies, Load balancers, Firewalls.
• Installing, tuning, and code analysis of Java.
• Java performance analysis: Heap maps/JMAP/GC.
• Directory: LDAP, AD.
• Databases: SQL.
• Programming languages: JavaScript, Groovy.

Technical Stack

• Operating Systems: Linux, Unix, Windows Enterprise Server OS
• Protocols: HTTP, SSL, IPv4/v6
• Languages & Runtime: Java, JavaScript, Groovy
• Servers & Containers: Tomcat, JBoss, Apache, IIS
• Cloud Platforms: AWS, Azure, Google Cloud Platform
• DevOps & Infrastructure: Docker, Kubernetes, Proxies, Load balancers, Firewalls
• Directory & Data: LDAP, AD, SQL

Team & Environment

You will be part of the global support team.

Benefits & Compensation

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

Work Mode

Locations include Denver, Colorado and offices and employees around the globe.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.