Senior Technical Support Engineer I

At Ping Identity, the focus is on providing digital freedom by ensuring secure and seamless digital experiences for all users. This belief inspires the company's culture, where cultivating digital freedom is a core value. Ping Identity's intelligent, cloud identity platform enables individuals to engage in various activities without friction or fear, whether it's shopping, working, banking, or interacting online. The company places a strong emphasis on protecting both digital identities through advanced technology and individual identities through a culture that values and respects diversity. Ping Identity operates globally with its headquarters in Denver, Colorado, serving some of the world's largest enterprises and changing the landscape of cybersecurity, digital experiences, and identity and access management. Ping Identity offers a suite of industry-leading products centered around standards like SAML, OAuth, OIDC, and others, including SSO, IDAAS, Directory, MFA, CIAM, and cloud identity solutions. As a Senior Technical Support Engineer at Ping Identity, you will join the Global Support Organization and be responsible for providing product support to customers in cloud environments. Working closely with platform engineering, you will ensure that customer inquiries are addressed promptly and that products in the cloud environment are well-maintained. This role will expose you to various technologies and practices such as AWS, Kubernetes, and DevOps. Key Responsibilities: - Deliver exceptional customer experience by providing high-quality solutions, quick response times, and exceeding customer expectations. - Manage and execute service requests for customers on the PingOne cloud platform. - Monitor and administer PingDirectory, PingFederate, and PingAccess in a DevOps environment. - Facilitate communication between customers and internal teams. - Contribute to knowledge resources by creating, maintaining, and enhancing knowledge articles, documentation, and solution guides. - Assist in diagnosing and coordinating issues with third-party tools used in customer environments. - Participate in incidents and root cause analyses as a product Subject Matter Expert (SME). Qualifications: - 7 years of experience in technical support at an enterprise level. - Advanced Certification or minimum 2 years of experience supporting PingDirectory, PingFederate, or PingAccess. - Proficiency in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS, Kubernetes, querying tools, REST APIs, SCIM, and debugging tools. - Strong troubleshooting skills in web-based applications and a technical environment. - Excellent team player with a collaborative mindset and expertise in change management. Life at Ping Identity is characterized by a flexible and collaborative work environment that upholds innovative startup values. The company culture empowers employees to do their best work, fosters a sense of belonging through Employee Resource Groups, and organizes regular team bonding events. Ping Identity offers competitive benefits, generous PTO, parental leave, progressive healthcare options, retirement programs, education reimbursement, and commuter offsets. Ping Identity values the unique contributions of each individual and is committed to building an inclusive and diverse environment where everyone's individuality is respected. The company encourages employees to bring their best selves to work, grow together, and learn from each other's experiences, backgrounds, and influences.,