Ping Identity

Technical Support Engineer II – Shifted Work Week

Ping Identity

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Tech Stack

ApacheAWSAzureCloudDockerFirewallsGoogle Cloud PlatformGroovyJavaJavaScriptKubernetesLinuxSQLUnix

About the role

  • 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
  • Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions
  • Reproducing customer problems internally, to enable the development and testing of a resolution
  • Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams.
  • Showing a respect for all team members and customers at all times
  • Collecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers
  • Actively prioritizing tasks/workload with self-discipline and good timekeeping
  • Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
  • Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible.
  • Showing empathy for the customer's situation and listening with the intent to understand the situation clearly
  • Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches

Requirements

  • Demonstrable collaboration and teamwork skills
  • Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model
  • Ability to be a good listener; identifying key information in order to reproduce a customer’s problem remotely
  • 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 - you should have a solid 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
  • Preferred: DevOps deployments - Docker, Scripting, Kubernetes
  • Networking infrastructure - Proxies, Load balancers, Firewalls
  • Installing/tuning/code analysis of Java
  • Java performance analysis - Heap maps/JMAP/GCDirectory - LDAP, AD
  • Databases – SQL
  • Programming languages - JavaScript, Groovy
Benefits
  • Generous PTO & Holiday Schedule
  • Parental Leave
  • Progressive Healthcare Options
  • Retirement Programs
  • Opportunity for Education Reimbursement
  • Commuter Offset (Specific locations)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
LinuxUnixWindows Enterprise ServerJavaTomcatJBossApacheIISAWSSQL
Soft Skills
collaborationteamworkprioritizationlisteningempathyself-disciplinetimekeepingcommunicationproblem-solvingadaptability