Content Conspiracy

Senior Technical Support Engineer, Cloud

Content Conspiracy

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $83,500 - $100,000 per year

Job Level

Senior

Tech Stack

AWSCloudCyber SecurityElasticSearchKubernetes

About the role

  • The Global Support Organization (GSO) is primarily responsible for providing product support to customers to deflect non-defect and non-feature cases from Product Development.
  • The cloud technical support engineer, reporting to the technical support manager, is responsible for providing product support to customers on the products used in their cloud environments, as well as assuming system administration responsibilities in certain areas.
  • You will work closely with platform engineering in ensuring that customer inquiries are addressed, and that the products running in the cloud environment are well-maintained, while being exposed to several technologies and practices, such as AWS, Kubernetes, and devops.
  • Work Schedule
  • There are two shift options, Thursday to Monday or Friday to Tuesday.
  • Hours are defined based on the follow-the-sun model to ensure global support, requiring specific shifts to align with this approach - these will be normal business hours in your regional time zone.
  • You will:
  • Manage and complete support cases and service requests for customers
  • Monitor and Administer PingFederate, PingAccess, and PingDirectory in a devops environment
  • Provide communication with and between customers and other supporting teams across the organization
  • Update processes, documentation, and knowledge base as changes are made or discovered
  • Assist in coordinating and diagnosing issues in customer environments
  • Initiate and participate in incidents and root cause analyses as a product SME

Requirements

  • Advanced Certification or minimum 2 years experience supporting at least 2 of the following:
  • PingFederate
  • PingDirectory
  • PingAccess
  • Identity Manager
  • Data analysis and correlation - Utilizing data analytics to correlate disparate data points and logs to draw conclusions about the source of a problem
  • Complex System Analysis - Understanding and diagnosing issues within highly complex and integrated systems.
  • Root Cause Analysis - Digging deeper into problems to understand the underlying causes, not just the symptoms.
  • Excellent understanding of IAM Security best practices
  • Proficient understanding of change management
  • Experience working in a Kubernetes environment
  • Experience with networking
  • Experience in System Administration of an enterprise environment
  • Proficient in querying with tools like ElasticSearch/Kibana, Cloudwatch, Jira, etc.
  • Excellent customer service skills
  • Extroverted in nature - Enjoy working with customers, potentially under pressure