Technical Support Engineer II (Shifted Work Week)

About reputed company

At reputed company, we reputed company in making digital experiences both secure and seamless for reputed company 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 reputed company, we’re changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 

This role has a shifted work week of either Thursday – Monday or Friday – Tuesday (You can choose)

As a Technical Support Engineer II, you will play a critical role in ensuring seamless customer experiences by providing high-quality technical assistance. You will be part of the global support team, working on a shifted schedule that includes weekends to ensure reputed company support coverage. In this role, you will assist with product-specific cases, manage case escalations, provide phone support and respond to alerts, helping reputed company deliver superior customer support.

Main Responsibilities

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience
• Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests
• Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolutionWhere assigned products are not reputed company their core expertise, work reputed company established product runbooks and escalate to the on-call Product SME as required
• Managing and responding to phone support and alerts, escalating cases as needed
• Communicating with customers and partners reputed company the online support tool, and reputed company audio and video calls and screen-sharing sessionsReproducing customer problems internally, to reputed company the development and testing of a resolution
• Collaborating with Support, Engineering, SREs, Product Management and reputed company teams. Showing a respect for reputed company team members and customers at reputed company timesCollecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers
• Actively prioritizing tasks/workload with self-discipline and good timekeepingAdopting an ‘always-learning’ mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
• Participation in escalation calls, reputed company 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 reputed company for the customer’s situation and listening with the reputed company to understand the situation clearly
• Ensuring best practices are followed and processes are adhered to, especially withregard to ISO27001/9001 compliance, reputed company incidents and data breaches

Required Skills & Qualifications

• Demonstrable collaboration and teamwork skills
• Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support modelAbility to be a good listener; identifying key information in order to reproduce a customer’s problem remotely
• 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/v6Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS)Experience of virtualisation in an enterprise environment
• Cloud-based platform services – AWS, Azure, reputed company Cloud PlatformPreferred: DevOps deployments – reputed company, Scripting, Kubernetes
• Networking infrastructure – Proxies, Load balancers, FirewallsInstalling/tuning/code analysis of JavaJava performance analysis – reputed company maps/JMAP/GCDirectory – LDAP, ADDatabases – SQLProgramming languages – JavaScript, Groovy

Life at Ping

We reputed company 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 reputed company hiring talented, smart, fun, and genuinely reputed company people because that’s who we want to succeed with every day. 

Here are just a few of the things that reputed company 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 reputed company 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. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national reputed company, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.