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About the Role

As a Senior Technical Support Engineer II, you will provide high-quality technical assistance to ensure seamless customer experiences. You will be part of a global support team, working a shifted schedule that includes weekends to ensure continuous coverage. Your responsibilities include assisting with product-specific cases, managing escalations, providing phone support, and responding to alerts.

Responsibilities

Interact with customers, responding professionally and efficiently to identify and resolve technical issues.
Meet or exceed customer expectations for 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, root cause identification, and issue resolution.
Work within established product runbooks and escalate to the on-call Product SME when assigned products are outside core expertise.
Manage and respond to phone support and alerts, escalating cases as needed.
Communicate with customers and partners via the online support tool, audio/video calls, and screen-sharing sessions.
Reproduce customer problems internally to facilitate the development and testing of resolutions.
Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams, showing respect for all team members and customers.
Document bugs with Engineering or Training/Documentation for product/service issues impacting customers.
Actively prioritize tasks and workload with self-discipline and good timekeeping.
Adopt an 'always-learning' mentality with a humble attitude and the ability to learn from experience and instruction.
Participate in escalation calls to brief stakeholder management on support cases and assist in creating action plans to resolve customer issues quickly.
Ensure best practices and processes are followed, particularly regarding ISO27001/9001 compliance, security incidents, and data breaches.

Requirements

Typically requires a minimum of 5+ years of related experience with a Bachelor’s degree; or equivalent work experience.
Excellent communication skills, both verbal and written.
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 in working on Linux, Unix & Windows Enterprise Server OS, with mixed skills in administration and troubleshooting.
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.
DevOps deployments - Docker, Scripting, Kubernetes.
Networking infrastructure - Proxies, Load balancers, Firewalls.
Installing/tuning/code analysis of Java.
Java performance analysis - Heap maps/JMAP/GC.
Directory services - LDAP, AD.
Databases – SQL.
Programming languages - JavaScript, Groovy.

Skills

Communication (verbal and written)
Troubleshooting
Collaboration
Teamwork
Prioritization
Adaptability
Listening
Linux
Unix
Windows Enterprise Server OS
Internet fundamentals (HTTP, SSL, IPv4/v6)
Java
Tomcat
JBoss
Apache
IIS
Virtualization
AWS
Azure
Google Cloud Platform
Docker
Scripting
Kubernetes
Proxies
Load balancers
Firewalls
Java performance analysis
LDAP
AD
SQL
JavaScript
Groovy

Location

Denver, Colorado
Global

Work Type

Full-time
Shifted schedule
Weekends

Experience Level

5+ years of related experience

Education Level

Bachelor’s degree or equivalent work experience

Benefits

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

About the Company

Ping Identity believes in making digital experiences secure and seamless for all users, enabling digital freedom.
Their intelligent, cloud identity platform allows users to shop, work, bank, and interact without friction or fear.
The company culture champions every identity and respects individuality, encouraging employees to bring their authentic selves to work.
Headquartered in Denver, Colorado, Ping Identity serves over half of the Fortune 100 companies worldwide.
They are transforming cybersecurity, digital experiences, and identity and access management.

Equal Opportunity

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.