Full-Time 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.

Main Responsibilities:

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• 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.
• 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.
• 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.
• 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.
• 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.
• Showing empathy for the customer's situation and listening with the intent to understand.
• Helping and advising other team members.
• Building a rounded knowledge of the product/service.

Required Skills & Qualifications:

• Excellent Communication - both verbal and written.
• Excellent troubleshooting skills.
• Experience of working on Linux, Unix & Windows Enterprise Server OS.
• Solid understanding of the technical fundamentals of the Internet.

Desired Skills:

• Working knowledge of Java.
• Experience of virtualisation.
• Demonstrable collaboration and teamwork skills.

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