Support Engineer

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver; Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. As a Support Engineer at Ping Identity, you will handle complex support issues for Ping Identity's global customers using our products. Our Support team consists of accomplished engineers, and we welcome new industry talent to join our Ping family. The Global Support Organization is the foremost interface between Ping and our valued customers and partners. 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 to be successful in the application, administration, maintenance and tuning of their Ping solutions. You will report to the Team Manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees. You Will: Focus on the customer first by assisting customers in design, implementation, and administration of ForgeRock products. Effectively and efficiently resolve technical challenges either by email, support portal, or voice Manage multiple tickets while practicing great ticket housekeeping e.g. - status, next steps, timeline, business impact, problem summary, root cause analysis, solutions, etc., Reproducing customer problems internally, to enable the development and testing of a resolution. Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams while respecting all team members and customers Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction. Showing a willingness to share knowledge with team members and customers. Contribute to the closed loop feedback process - suggesting improvements in process refinement, product quality, and/skill development. Ensure best practices are followed and processes are adhered to with respect to compliance, security incidents, and data breaches. Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage. Be Brave - speak your mind, ask why, or challenge the establishment (pushing the boundaries forward) Have Fun! You Have: A minimum of 5 years of related experience with a bachelor’s degree; or equivalent work experience Advanced technical proficiency with ForgeRock Directory Services You Will Have an Advantage If: Technical Degree plans preferred - Computer Engineering, CIS, MIS, CS A minimum of 5 years of related experience with a bachelor’s degree; or equivalent work 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. Our Benefits: Open PTO Parental Leave Free Healthcare Option 401(k) Match Generous Holiday Schedule Commuter Offset (Denver only) Education Reimbursement Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Salary offers will be based on the candidate's qualifications.