Ping Identity

DevOps Engineer

• Work collaboratively and independently to design and deliver solutions as well as review and provide feedback for those delivered by other engineers for our software and services on our cloud hosted production infrastructure.
• Shape how our mission-critical enterprise software solutions are developed and deployed using optimized and automated CI/CD pipelines that ensure high quality products
• Help design, build and support infrastructure and security technologies within the cloud that offer resiliency, observability and optimized cost.
• Communicate proactively and effectively to different kinds of audiences within the company. Share your own experience, knowledge and expertise with others to help them grow and develop.
• Participate in planning work and identify areas of improvement
• Perform technology evaluation and selection
• Participate in an on-call rotation for maintenance of the cloud solutions.

Senior Site Reliability Engineer

• Work collaboratively and independently to design and deliver solutions, as well as review and provide feedback for solutions delivered by other engineers for Ping's software and services on our cloud hosted production infrastructure.
• Shape how our mission-critical enterprise software solutions are developed and deployed using optimized and automated CI/CD pipelines that ensure high-quality products.
• Help design, build, and support infrastructure and security technologies within the cloud that offer resiliency, observability, and optimized cost.
• Communicate proactively and effectively to different audiences within the company. Share your own experience, knowledge, and expertise with others to help them grow and develop.
• Participate in planning work and identify areas of improvement.
• Perform technology evaluations and selections
• Participate in an on-call rotation for maintenance of the cloud solutions.

Staff Site Reliability Engineer

System Administrator

• Oversee the administration and optimization of enterprise telephony systems (VoIP), SIP trunking, and cloud-based communication platforms.
• Manage a diverse range of on-premise, server-based, and cloud applications, including Google Workspace and Slack.
• Provide expert Tier 2 support for employees and partners, resolving complex IT and communication issues.
• Work with the Enterprise Security team to remediate threats using tools like CrowdStrike and OPSWAT7.
• Prioritize and escalate tickets to specialized teams like Infrastructure and DevOps when necessary.
• Research, procure, and maintain both IT hardware and telephony equipment.

IT Systems Administrator

Vice President

• Develop and maintain a robust investor relations strategy and framework that articulates Ping Identity’s business model, financial performance, and long-term strategy to the capital markets.
• Cultivate and maintain deep relationships with buy-side investors and sell-side analysts at major research firms. Act as the primary spokesperson for the financial community, ensuring accurate modeling and understanding of the company's value proposition.
• Orchestrate the entire earnings process, including the drafting of press releases, earnings scripts, Q&A preparation, and supporting presentation materials in partnership with the CEO, CFO, and Legal/Communications teams.
• Oversee comprehensive competitive analysis and peer benchmarking. Provide executive leadership with real-time insights on market trends, valuation metrics, and perceived risks to inform strategic decision-making.
• Plan and execute a targeted investor marketing program, including roadshows, analyst days, investor conferences, and 1:1 meetings to diversify and strengthen the shareholder base.
• Partner with FP&A to oversee internal financial models and consensus estimates. Guide the executive team on financial guidance strategies and key performance indicators (KPIs) relevant to the SaaS and security landscape.
• Serve as a feedback loop to the Board of Directors and Executive Leadership Team regarding financial community perception, concerns, and investment trends.

VP, Investor Relations

Support Engineer

• 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
• Where assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required
• 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

Senior Technical Support Engineer

• Be responsible for the coaching and mentoring a team of experienced support engineers
• Develop growth plans for your direct reports to drive continuous improvement and development.
• Utilize a data driven approach to assess team performance
• Develop and/or enhance best practices, processes, and procedures to increase efficiency
• Use data from cases, escalations, and the field to understand trends
• Manage customer escalations by engaging directly with our customers and coordinating resources within Ping to resolve issues
• Review and respond to CSAT responses submitted by our customers
• Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner
• Assess engineer casework for quality and consistency
• Work closely with global teams to ensure a uniform customer experience
• Work with operations and support leadership on the development and continuous improvement of Intelligent Swarming and Knowledge Centered Support programs

Senior Site Reliability Engineer

Staff Site Reliability Engineer

IT Systems Administrator

VP, Investor Relations

IT Systems Administrator

Senior Technical Support Engineer

Manager, Technical Support