Senior Cloud Technical Support Engineer @ Ping Identity
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Job Details
About Ping Identity
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We champion individuality and digital freedom, fostering a culture that celebrates differences.
Role Overview
The Senior Cloud Technical Support Engineer is responsible for providing product support in cloud environments, managing support cases and service requests, and performing system administration tasks on products such as PingFederate, PingAccess, and PingDirectory. This role involves collaborating with platform engineering and working with technologies including AWS, Kubernetes, and devops practices.
Responsibilities
- Manage and complete customer support cases and service requests.
- Monitor and administer PingFederate, PingAccess, and PingDirectory in a devops environment.
- Communicate with customers and internal teams to resolve inquiries.
- Update processes, documentation, and the knowledge base.
- Participate in incident management and root cause analyses as a product SME.
Qualifications
- Advanced Certification or minimum 2 years experience supporting at least two Ping products.
- Strong data analysis and complex system analysis skills.
- Proficient in IAM security best practices and change management.
- Advantageous: Experience with Kubernetes, enterprise system administration, networking, ElasticSearch/Kibana, Cloudwatch, and Jira.
- Excellent customer service and effective communication skills.
Work Schedule
Two shift options are available: Thursday to Monday or Friday to Tuesday, with shifts aligned to global business hours in your regional time zone.
Salary & Benefits
The salary range is $83,500 - $100,000, with final compensation based on experience and skills. Benefits include generous PTO, parental leave, healthcare, retirement programs, education reimbursement, and commuter offsets in specific locations.
Life at Ping
Ping Identity offers a flexible, collaborative work environment with a culture that empowers you to perform at your best. Employee Resource Groups, regular team events, global volunteering initiatives, and a commitment to diversity make this a unique workplace.
Key skills/competency
- Cloud Support
- PingFederate
- PingAccess
- PingDirectory
- AWS
- Kubernetes
- Devops
- System Analysis
- IAM Security
- Customer Service
How to Get Hired at Ping Identity
🎯 Tips for Getting Hired
- Research Ping Identity's culture: Understand their digital freedom and values.
- Customize your resume: Highlight cloud support and devops skills.
- Prepare for technical interviews: Brush up on AWS, Kubernetes, and IAM.
- Showcase problem-solving: Provide examples of root cause analysis.