Senior Technical Support Engineer - Elite

Overview

Senior Technical Support Engineer for premium customers, focused on troubleshooting and SLA-driven support for Ping Identity solutions.

What you'll do

• Troubleshoot issues in dedicated sessions with premium customers via phone.
• Investigate and reproduce reported issues in your own lab environment.
• Manage customer expectations and ensure service level agreements are met.
• Follow up frequently with customers by phone, email, and internet meeting systems.
• Contribute to the knowledge base and support onboarding and other engineers.
• Communicate and coordinate to meet response and resolution SLAs.

What you'll need

• Have an excellent understanding of how SaaS applications and supporting SaaS solutions operate.
• Troubleshoot web-based applications using HTTP tracing and log analysis in browsers and application servers.
• Experience with Single Sign On protocols including SAML, OAuth, OpenID, WS-Fed, and JWT.
• Experience with Linux and Windows server OS management.
• Strong communication skills and organization.
• Experience working in high-pressure environments.

Details

• Location: USA (Remote).