Technical Support Engineer II (Shifted Work Week) at Pingidentity

Pingidentity

UK - Remote·1w ago

Mid LevelFull-timeJavaScriptJavaAWSAzureKubernetesDockerGit

Salary Range

$76,500 - $103,500 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Technical Support Engineer to join our team at Ping Identity. This role focuses on providing high-quality technical assistance to ensure seamless customer experiences. You will be part of the global support team, working on a shifted schedule that includes weekends to ensure continuous support coverage.

Key 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 resolution
→Managing and responding to phone support and alerts, escalating cases as needed
→Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams
→Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance

Requirements

✓Demonstrable collaboration and teamwork skills
✓Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model
✓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 - 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
✓Cloud-based platform services - AWS, Azure, Google Cloud Platform