About Ping Identity:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
As a Senior Support Engineer, you will be working in a customer-facing capacity, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help the resolution of any problems that may arise, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.
Main Responsibilities:
- Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. Showing a respect for all customers and team members at all times
- Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
- Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. Ability to think logically and creatively, with a detail-oriented working style, such that all angles of troubleshooting/resolution are covered and captured
- Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions
- Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
- Reproducing customer problems internally, to enable the development and testing of a resolution
- Collecting information and documenting bugs with Engineering for product/service issues that are impacting customers
- Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
- Ensuring best practices are followed and processes are adhered to, especially with
- regard to ISO27001/9001 compliance, security incidents and data breaches
- Actively prioritizing tasks/workload with self-discipline and good timekeeping
- Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction. Showing a willingness to share knowledge with team members and customers
- Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage
- Clearly communicating with all stakeholders - customers, team members, other departments, management
- 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
- Helping and advising other team members, with knowledge of tickets, best practices around customer service and troubleshooting and knowledge base articles
- Building a rounded knowledge of the product/service and considering a subject matter expertise
Required Skills & Qualifications
- Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience
- Excellent Communication - both verbal and written; support is conducted via web-based ticketing system and over web conferencing
- Excellent troubleshooting skills
- 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/v6
- Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS)
- Experience of virtualisation in an enterprise environment
- Demonstrable collaboration and teamwork skills
- Ability to be a good listener; identifying key information in order to reproduce a customer’s problem remotely
- 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 - LDAP, AD
- Databases – SQL
- Programming languages - JavaScript, Groovy
Life at Ping:
We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.
Here are just a few of the things that make Ping special:
- A company culture that empowers you to do your best work.
- Employee Resource Groups that create a sense of belonging for everyone.
- Regular company and team bonding events.
- Competitive benefits and perks.
- Global volunteering and community initiatives
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
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.
Top Skills
Ping Identity London, England Office
283 288 High Holborn, Holborn, Hampstead, London, United Kingdom, WC1V 7HP
