Full-Time Principal Technical Support Engineer

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. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. The Global Support Organization (GSO) provides product support to customers to deflect non-defect and non-feature cases from Product Development. The cloud technical support engineer is responsible for providing product support to customers on cloud products, and system administration in certain areas. You will work closely with platform engineering to address customer inquiries and maintain products in cloud environments (AWS, Kubernetes, DevOps).

Responsibilities:

• Manage and complete support cases and service requests.
• Monitor and administer PingFederate, PingAccess, and PingDirectory in a DevOps environment.
• Communicate with customers and other support teams.
• Update processes, documentation, and knowledge base.
• Coordinate and diagnose issues in customer environments.
• Initiate and participate in incident and root cause analyses.

Qualifications:

• Advanced certification or 2+ years experience supporting PingFederate, PingDirectory, PingAccess, or Identity Manager.
• Data analysis and correlation skills.
• Complex system analysis and root cause analysis skills.
• Understanding of IAM security best practices.
• Change management skills.

Preferred Qualifications:

• Kubernetes experience.
• Networking experience.
• System administration experience.
• Proficiency in tools like Elasticsearch/Kibana, Cloudwatch, Jira.
• Excellent customer service skills.

What is the last date for applying to the job?

Which countries are accepted for this remote job?