Senior Technical Support Engineer II at Ping Identity External Job Board

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Senior Technical Support Engineer II Ping Identity External Job Board. As a Senior Technical Support Engineer II, you will help our customers troubleshoot PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits. The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Technical Support team are specialists in their field and responsible for providing an exceptional level of support.  We operate a follow-the-sun, multi-site, model. We work with our partners and customers twenty four hours a day on services that affect both their workforce and customers. We help our customers succeed in the application, administration, and maintenance of their Ping solutions. You will report to the Support Team manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees. Team members work a varied schedule supporting our global customer base.    . In this role there is an element of on-call, on rotation across the global team to ensure that response and resolution Service level agreements are met.. You will:   .  . 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. Leading 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. . Manage customer expectations and ensure SLAs are being met   . Communicate frequently follow up with the customer by phone, email, and internet meeting systems   . Contribute to our knowledge base   . Understanding our business processes   . Be a mentor, sharing knowledge, on-boarding and supporting other Engineers.. You have:    . Minimum of 8 years of related experience with a Bachelor’s degree; or equivalent experience. Excellent understanding of how SaaS applications and supporting SaaS solutions operate   . Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers   . Single Sign On (SAML, OAuth, OpenID & WS-FED)   . Multi-Factor Authentication (PingID, SecurID, DUO )   . Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and Kerberos   . Internet Protocols (HTTPS/SSL/TLS )   . Networking including Load Balancers, Firewalls, IP, and DNS   . Linux-based and Windows server OS management   . Excellent communication skills and organisation   . Experience working in high-pressure environments