Senior Technical Support Engineer

Ping Identity

. Interact with customers professionally and efficiently to identify and resolve technical issues .

Posted 10/30/2026full-timeRemote • Colorado • United StatesSenior💰 $70,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical troubleshooting, customer issue resolution, and collaboration across teams. Proficient in cloud platforms and security compliance, with strong communication and mentoring abilities.

Highest-signal resume keywords

Technical Degree In Computer Engineering8 Years Of Related ExperienceSolid Knowledge Of REST APIExperience With Linux AdministrationCloud-Based Platforms Including AWS

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot-Cause IdentificationDocumentation Of BugsProcess ImprovementAnalytical SkillsCreative TroubleshootingKnowledge Of SSL/TLSKnowledge Of JSONKnowledge Of LDAPVirtualization In Enterprise Environment

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationListening SkillsPresentation SkillsCollaboration Skills

Tools & Technologies

Online Support ToolsAudio And Video CallsScreen-Sharing SessionsAWSAzureGoogle Cloud Platform

Industry Keywords

ISO27001 ComplianceISO9001 ComplianceIAM Software SupportCustomer SuccessTechnical Screening

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformLinux

About the role

Key responsibilities & impact

Interact with customers professionally and efficiently to identify and resolve technical issues
Meet or exceed customer expectations for response quality, timeliness, and overall experience
Own assigned customer issues end-to-end, including troubleshooting, root-cause identification, and resolution
Communicate with customers and partners through online support tools, audio and video calls, and screen-sharing sessions
Collaborate with Support, Engineering, SRE, Product Management, and Customer Success teams
Reproduce customer problems internally and support development and testing of resolutions
Document customer-impacting bugs with Engineering
Provide feedback to training and documentation teams
Follow best practices and processes related to ISO27001/9001 compliance, security incidents, and data breaches
Prioritize workload and maintain good timekeeping
Participate in weekend queue manager/on-call rosters and scheduled public holiday coverage
Lead escalation calls and create action plans for customer issues
Mentor team members, assist with complex tickets, and create and review knowledge-base articles
Develop subject-matter expertise in the product/service and understand platform-wide interconnections
Improve existing processes and create new process improvements
Contribute to technical screening, interviewing, and final selection of team members
Serve as the first point of contact for urgent tickets and customer issues

Requirements

What you’ll need

Technical degree plans preferred in Computer Engineering, CIS, MIS, or CS
Minimum of 8 years of related experience with a Bachelor’s degree, or equivalent experience
Excellent verbal and written communication, listening, and presentation skills
Excellent analytical and creative troubleshooting skills
Solid knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and proxies
Experience with Linux administration and troubleshooting
Experience with virtualization in an enterprise environment
Experience with cloud-based platforms including AWS, Azure, and Google Cloud Platform
Strong collaboration and teamwork skills
IAM software support experience preferred
Preferred work location is the US West Coast

Benefits

Comp & perks

Flexible, collaborative work environment
Employee Resource Groups
Regular company and team bonding events
Competitive benefits and perks
Global volunteering and community initiatives
Generous PTO and holiday schedule
Parental leave
Progressive healthcare options
Retirement programs
Education reimbursement opportunity
Commuter offset for specific locations