Ping Identity

Manager, Sales Engineering

Ping Identity

full-time

Posted on:

Location Type: Remote

Location: Washington • United States

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Job Level

SeniorLead

Tech Stack

AWSAzureCloudDockerGoogle Cloud PlatformKubernetesLinux

About the role

  • Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
  • Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
  • Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.
  • Communicating with customers and partners through the online support tool, and via audio and video calls and screen-sharing sessions.
  • Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams.
  • Reproducing customer problems internally, to enable the development and testing of a resolution
  • Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers
  • Providing feedback to the training and documentation teams
  • Ensuring best practices are followed and processes are adhered to
  • Actively prioritizing tasks/workload with self-discipline and good timekeeping
  • Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage
  • Clearly communicating with all stakeholders - customers, team members, other departments, management
  • Leading escalation calls, when required
  • Frequently mentoring other team members
  • Developing a subject matter expertise in the product/service
  • Using your creative thinking, business and technical analysis skills to go beyond existing industry standard practices
  • Leading by example with excellent work ethic
  • Contributing to technical screening, interviewing and final selection of new team members
  • Being the first point of call for Urgent tickets and customer issues

Requirements

  • Technical Degree plans preferred - Computer Engineering, CIS, MIS, CS
  • Minimum of 8 years of related experience with a Bachelor’s degree; or equivalent experience
  • Excellent Communication: verbal, written, listening, present confidently, know audience
  • Excellent Troubleshooting: analytical, creative thinking, inquisitive, resilient, adaptive
  • Solid knowledge: REST API, SSL/TLS, IPv4, JSON, LDAP, Proxies
  • Experienced working with Linux (administration & troubleshooting), Virtualization (enterprise environment), Cloud-based platforms (AWS, Azure, Google Cloud Platform)
  • DevOps deployments - Docker, Scripting, Kubernetes
  • Strong collaboration and teamwork skills.
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
REST APISSL/TLSIPv4JSONLDAPProxiesLinuxVirtualizationCloud-based platformsDevOps deployments
Soft Skills
communicationtroubleshootinganalytical thinkingcreative thinkinginquisitiveresilientadaptivecollaborationteamworkmentoring
Certifications
Bachelor’s degreeTechnical Degree