📍 Job Overview

Job Title: Senior Technical Support Engineer
Company: Ping Identity
Location: UK - Remote
Job Type: On-site (Shifted Schedule)
Category: Technical Support Engineer
Date Posted: 2025-06-17
Experience Level: 5-10 years
Remote Status: Remote (UK)

🚀 Role Summary

Key Responsibilities: Provide high-quality technical assistance to customers, manage case escalations, and collaborate with cross-functional teams to resolve technical issues.
Key Skills: Excellent communication, troubleshooting, teamwork, and Linux/Unix/Windows administration.
Industry Context: Ping Identity is a leading provider of intelligent, cloud-based identity solutions, serving large enterprises worldwide.

📝 Enhancement Note: This role focuses on customer support, requiring strong communication skills and technical expertise to ensure seamless customer experiences.

💻 Primary Responsibilities

Customer Interaction: Respond to customer inquiries professionally and efficiently, helping them identify and resolve technical issues.
Case Management: Manage case escalations, ensuring efficient handling and timely resolution.
Phone Support & Alerts: Manage phone support and alerts, escalating cases as needed.
Technical Troubleshooting: Provide technical support across multiple products, troubleshooting and identifying root causes.
Collaboration: Collaborate with Support, Engineering, SREs, Product Management, and Customer Success teams to resolve customer issues.
Documentation: Collect information and document bugs with Engineering or Training/Documentation for product/service issues impacting customers.
Process Adherence: Ensure best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents, and data breaches.

📝 Enhancement Note: The role requires a proactive approach to case management, strong troubleshooting skills, and effective communication with both customers and internal teams.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent work experience.

Experience: Typically requires a minimum of 5 years of related experience.

Required Skills:

Excellent communication skills (verbal and written)
Strong troubleshooting skills
Demonstrated collaboration and teamwork skills
Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model
Strong background in Linux, Unix, and Windows Enterprise Server OS
Solid understanding of the technical fundamentals of the Internet (HTTP, SSL, IPv4/v6)
Working knowledge of Java, web containers (e.g., Tomcat, JBoss), and web servers (e.g., Apache, IIS)
Experience with virtualization in an enterprise environment
Cloud-based platform services (AWS, Azure, Google Cloud Platform)

Preferred Skills:

DevOps deployments (Docker, Scripting, Kubernetes)
Networking infrastructure (Proxies, Load balancers, Firewalls)
Installing/tuning/code analysis of Java
Java performance analysis (Heap maps/JMAP/GC)
Directory services (LDAP, AD)
Databases – SQL
Programming languages (JavaScript, Groovy)

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: £55,000 - £70,000 per annum (Based on UK market research for Senior Technical Support Engineers with 5-10 years of experience)

Benefits:

Generous PTO & Holiday Schedule
Parental Leave
Progressive Healthcare Options
Retirement Programs
Opportunity for Education Reimbursement
Commuter Offset (Specific locations)

Working Hours: 40 hours per week, with a shifted schedule that includes weekends to ensure continuous support coverage.

📝 Enhancement Note: The salary range is estimated based on UK market research for Senior Technical Support Engineers with the required experience level. Benefits are comprehensive and tailored to support work-life balance and employee well-being.

🎯 Team & Company Context

Company Culture: Ping Identity fosters a flexible, collaborative work environment, valuing innovation, can-do attitudes, and a strong sense of teamwork. They champion individuality and promote digital freedom for both their customers and employees.

Team Structure:

Global support team with a follow-the-sun model
Collaboration with various teams, including Support, Engineering, SREs, Product Management, and Customer Success

Development Methodology:

Agile/Scrum methodologies for case management and issue resolution
Collaborative troubleshooting and knowledge sharing

Company Website: Ping Identity

📝 Enhancement Note: Ping Identity's culture emphasizes digital freedom, collaboration, and continuous learning, creating an ideal environment for technical growth and development.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: Senior Technical Support Engineers provide high-level technical assistance, manage case escalations, and collaborate with cross-functional teams to resolve complex customer issues.

Reporting Structure: Reports directly to the Support Manager, collaborating with various teams to ensure seamless customer experiences.

Technical Impact: Senior Technical Support Engineers have a significant impact on customer satisfaction, ensuring that technical issues are resolved efficiently and effectively.

Growth Opportunities:

Technical Growth: Develop expertise in Ping Identity's products and cloud-based identity solutions.
Leadership Development: Gain experience in case management, team collaboration, and stakeholder communication, preparing for potential leadership roles.
Product Specialization: Deepen knowledge in specific Ping Identity products, contributing to continuous improvement and innovation.

📝 Enhancement Note: This role offers opportunities for technical growth, leadership development, and product specialization, with a clear path for career progression within Ping Identity's support organization.

🌐 Work Environment

Office Type: Ping Identity operates a hybrid work environment, with employees working on-site and remotely.

Office Location(s): Ping Identity's global headquarters are in Denver, Colorado, with offices and employees worldwide. This role is based in the UK and can be performed remotely.

Workspace Context:

Collaborative workspace with a focus on teamwork and knowledge sharing
Access to necessary tools and resources for effective remote work
Opportunities for in-person collaboration and team-building events

Work Schedule: Shifted schedule that includes weekends to ensure continuous support coverage, with a focus on work-life balance.

📝 Enhancement Note: Ping Identity's work environment emphasizes collaboration, teamwork, and work-life balance, creating an ideal setting for technical support professionals to thrive.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and technical background.
Technical Assessment: A hands-on assessment to evaluate troubleshooting skills, product knowledge, and problem-solving abilities.
Behavioral Interview: A conversation focused on understanding the candidate's approach to customer support, teamwork, and problem-solving.
Final Interview: A meeting with the hiring manager to discuss the candidate's fit within the team and company culture.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on Linux, Unix, and Windows administration skills.
Familiarize yourself with Ping Identity's products and cloud-based identity solutions.
Prepare for troubleshooting scenarios and case studies, demonstrating your ability to identify root causes and resolve technical issues.
Practice effective communication skills, both written and verbal, to ensure clear and concise communication with customers and internal teams.

ATS Keywords: (See the comprehensive list provided at the end of this document)

📝 Enhancement Note: Ping Identity's interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer support and collaboration.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize customer needs and ensure seamless customer experiences.
Collaboration: Work effectively with cross-functional teams to resolve technical issues and improve processes.
Continuous Learning: Stay up-to-date with the latest technologies and best practices in technical support.
Respect Individuality: Value the unique contributions and perspectives of each team member.

Collaboration Style:

Cross-functional Integration: Collaborate with various teams, including Support, Engineering, SREs, Product Management, and Customer Success.
Code Review Culture: Participate in knowledge sharing and peer learning to improve technical support processes and customer experiences.
Knowledge Sharing: Contribute to the creation and maintenance of internal documentation and best practice guides.

📝 Enhancement Note: Ping Identity's culture emphasizes customer focus, collaboration, continuous learning, and respect for individuality, creating an ideal environment for technical support professionals to grow and succeed.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Manage customer expectations and provide high-quality technical assistance in a fast-paced, follow-the-sun support model.
Technical Complexity: Troubleshoot and resolve complex technical issues across multiple products and cloud-based identity solutions.
Collaboration: Work effectively with cross-functional teams to ensure seamless customer experiences and efficient issue resolution.

Learning & Development Opportunities:

Product Training: Attend Ping Identity's product training programs to deepen your understanding of their cloud-based identity solutions.
Conferences & Certifications: Participate in industry conferences and obtain relevant certifications to enhance your technical skills and knowledge.
Mentorship: Seek mentorship opportunities within Ping Identity to learn from experienced technical support professionals and gain insights into best practices.

📝 Enhancement Note: Ping Identity offers opportunities for technical growth, collaboration, and learning, with a focus on continuous improvement and customer satisfaction.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for scenarios involving customer interactions, case management, and troubleshooting.
Technical Troubleshooting: Brush up on your Linux, Unix, and Windows administration skills, as well as your knowledge of Ping Identity's products and cloud-based identity solutions.
Problem-Solving: Practice problem-solving techniques and demonstrate your ability to identify root causes and resolve technical issues.

Company & Culture Questions:

Customer Focus: Prepare for questions about your approach to customer support and ensuring seamless customer experiences.
Teamwork: Be ready to discuss your experience working with cross-functional teams and collaborating to resolve technical issues.
Adaptability: Demonstrate your ability to adapt to a fast-paced, follow-the-sun support model and manage your workload effectively.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Ping Identity's interview process focuses on assessing the candidate's technical skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer support and collaboration.

📌 Application Steps

To apply for this Senior Technical Support Engineer position:

Submit your application through the application link provided.
Tailor your resume to highlight your relevant technical support experience, skills, and achievements.
Prepare for the phone screen, technical assessment, behavioral interview, and final interview by reviewing the interview process outlined above.
Research Ping Identity's products, cloud-based identity solutions, and company culture to ensure a strong fit and demonstrate your enthusiasm for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Ping Identity before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Technical Support-Specific Focus:

Tailor every section specifically to technical support roles, emphasizing customer interaction, case management, and troubleshooting skills.
Include technical support methodologies, customer communication best practices, and escalation processes.
Emphasize the importance of collaboration, teamwork, and knowledge sharing within the technical support team and across other departments.
Address the unique challenges and growth opportunities specific to technical support roles within the organization.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute technical support and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific technical support tools, methodologies, and best practices relevant to the role.
Address technical support career progression paths and leadership opportunities within the organization.
Provide tactical advice for customer interactions, case management, and troubleshooting techniques.
Include technical support interview preparation and assessment guidance.
Emphasize customer service skills, problem-solving abilities, and adaptability to a fast-paced support environment.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer satisfaction measurement.

Technical Support & Customer Service Emphasis:

Emphasize customer communication, troubleshooting, and case management skills throughout the document.
Address the unique challenges and growth opportunities specific to technical support roles within the organization.
Include specific portfolio requirements tailored to the technical support discipline and role level.
Focus on problem-solving methods, customer service best practices, and performance optimization techniques.
Include technical presentation skills and stakeholder communication for technical support projects.

Avoid:

Generic business jargon not relevant to technical support or customer service roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, customer service, or customer experience.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support professionals seeking their next opportunity and preparing for technical interviews in the technical support industry.

ATS Keywords:

Customer Support, Technical Support, Troubleshooting, Case Management, Customer Interaction, Customer Service, Customer Satisfaction, Technical Support Engineer, Senior Technical Support Engineer, Ping Identity, Cloud-Based Identity Solutions, Linux, Unix, Windows, Java, Web Containers, Web Servers, Cloud Services, Networking Infrastructure, Databases, Programming Languages, Virtualization, DevOps, Directory Services, Agile Methodologies, Customer Focus, Collaboration, Continuous Learning, Respect Individuality, Customer Expectations, Technical Complexity, Knowledge Sharing, Mentorship, Interview Preparation, Technical Interview, Phone Screen, Technical Assessment, Behavioral Interview, Final Interview, Portfolio Review Tips, Technical Challenge Preparation, Customer Service Skills, Problem-Solving, Adaptability, Technical Support Team Culture, Cross-Functional Collaboration, Customer Satisfaction Measurement.

(End of Output)

Senior Technical Support Engineer