Senior Technical Support Engineer II

As a Senior Technical Support Engineer II you will help our customers troubleshoot PingFederate PingAccess PingDirectory PingOne PingID and any supported integration kits. The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Technical Support team are specialists in their field and responsible for providing an exceptional level of support.  We operate a follow-the-sun multi-site model. We work with our partners and customers twenty four hours a day on services that affect both their workforce and customers. We help our customers succeed in the application administration and maintenance of their Ping solutions. You will report to the Support Team manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees. Team members work a varied schedule supporting our global customer base.

In this role there is an element of on-call on rotation across the global team to ensure that response and resolution Service level agreements are met.

You will:

• Reproducing customer problems internally to enable the development and testing of a resolution

• Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers

• Leading 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.

• Manage customer expectations and ensure SLAs are being met

• Communicate frequently follow up with the customer by phone email and internet meeting systems

• Contribute to our knowledge base

• Understanding our business processes

• Be a mentor sharing knowledge on-boarding and supporting other Engineers.

You have:

• Minimum of 8 years of related experience with a Bachelor’s degree; or equivalent experience

• Excellent understanding of how SaaS applications and supporting SaaS solutions operate

• Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers

• Single Sign On (SAML OAuth OpenID & WS-FED)

• Multi-Factor Authentication (PingID SecurID DUO )

• Lightweight Directory Access Protocol and Directory Services PKI X.509 certificates and Kerberos

• Internet Protocols (HTTPS/SSL/TLS )

• Networking including Load Balancers Firewalls IP and DNS

• Linux-based and Windows server OS management

• Excellent communication skills and organisation

• Experience working in high-pressure environments