{"id":2692471,"url":"https://alion.io/job/ping-identity-senior-technical-support-engineer-ii","title":"Senior Technical Support Engineer II","company":{"id":6378,"name":"Ping Identity","domain":"pingidentity.com","url":"https://alion.io/company/ping-identity","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":125000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Apache HTTP Server","optional":false},{"name":"Apache Tomcat","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Docker","optional":false},{"name":"GCP","optional":false},{"name":"ISO 27001","optional":false},{"name":"JavaScript","optional":false},{"name":"Kubernetes","optional":false},{"name":"LDAP","optional":false},{"name":"Ping Identity","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"Java","optional":true}],"status":"live","first_seen_at":"2026-10-16T08:04:34Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-16T13:38:25Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Ping Identity: \nAt 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. \nOur intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. \nWhile 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 Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. \nWe'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. \nRole Purpose Statement: \nAs a Senior Technical Support Engineer II, you will play a critical role in ensuring seamless customer experiences by providing high-quality technical assistance. You will be part of the global support team, working on a shifted schedule that includes weekends to ensure continuous support coverage. In this role, you will assist with product-specific cases, manage case escalations, provide phone support and respond to alerts, helping Ping Identity deliver superior customer support.\nMain Responsibilities:\nInteracting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.\nMeeting or exceeding customer expectations on response quality, timeliness and overall customer experience\nActing as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests\nProviding technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolution\nWhere assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required\nManaging and responding to phone support and alerts, escalating cases as needed\nCommunicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions\nReproducing customer problems internally, to enable the development and testing of a resolution\nCollaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times\nCollecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers\nActively prioritizing tasks/workload with self-discipline and good timekeeping\nAdopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction\nParticipation 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\nEnsuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches\nRequired Skills & Qualifications\nTypically requires a minimum of 5+ years of related experience with a Bachelor’s degree; or equivalent work experience\nExcellent Communication - both verbal and written; support is conducted via web-based ticketing system, web conferencing and phone\nExcellent troubleshooting skills\nDemonstrable collaboration and teamwork skills\nAbility to prioritize workload and adapt to a fast-paced, follow-the-sun support model\nAbility to be a good listener; identifying key information in order to reproduce a customer’s problem remotely\nStrong background of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting\nSolid understanding of the technical fundamentals of the Internet - you should have a solid knowledge of protocols such as HTTP, SSL and IPv4/v6\nWorking knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS)\nExperience of virtualisation in an enterprise environment\nCloud-based platform services - AWS, Azure, Google Cloud Platform\nPreferred:\nDevOps deployments - Docker, Scripting, Kubernetes\nNetworking infrastructure - Proxies, Load balancers, Firewalls\nInstalling/tuning/code analysis of Java\nJava performance analysis - Heap maps/JMAP/GC\nDirectory - LDAP, AD\nDatabases - SQL\nProgramming languages - JavaScript, Groovy\nLife at Ping:\nWe believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. \nHere are just a few of the things that make Ping special:\nA company culture that empowers you to do your best work.\nEmployee Resource Groups that create a sense of belonging for everyone.\nRegular company and team bonding events.\nCompetitive benefits and perks.\nGlobal volunteering and community initiatives\nOur Benefits: \nGenerous PTO & Holiday Schedule \nParental Leave\nProgressive Healthcare Options\nRetirement Programs\nOpportunity for Education Reimbursement \nCommuter Offset (Specific locations) \nPing is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.\nWe are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.","description_format":"text","description_chars":6609,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Cloud Security","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-16T09:24:51Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":39,"reasons":["conf:2","win:early"],"computed_at":"2026-10-16T15:58:43Z"},"pay":null,"html_url":"https://alion.io/job/ping-identity-senior-technical-support-engineer-ii","json_url":"https://alion.io/job/ping-identity-senior-technical-support-engineer-ii.json","meta":{"generated_at":"2026-10-16T15:58:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":328,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6378},"rest":"https://alion.io/mcp/rest/get_company?id=6378"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fping-identity-senior-technical-support-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fping-identity-senior-technical-support-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fping-identity-senior-technical-support-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ping-identity-senior-technical-support-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fping-identity-senior-technical-support-engineer-ii"}]}