Senior Technical Support Engineer II (Cybersecurity)

Location: Remote from Sydney, New South Wales, Australia; shifted schedule including weekends is required.

Company

Ping Identity provides a cloud identity platform for secure digital experiences, cybersecurity, and identity and access management.

What you will do

• Provide technical support across multiple products through ticketing, phone, web conferencing, video calls, and screen-sharing sessions.
• Troubleshoot customer issues, reproduce problems internally, identify root causes, and drive resolution.
• Manage case escalations, phone support, alerts, and weekend queue management.
• Work with product runbooks and escalate cases to product subject-matter experts when required.
• Collaborate with Support, Engineering, SRE, Product Management, and Customer Success teams.
• Document bugs and support issues while following ISO27001/9001, security incident, and data breach procedures.

Requirements

• At least 5 years of related experience with a bachelor's degree, or equivalent work experience.
• Excellent written and verbal communication, troubleshooting, collaboration, prioritization, and listening skills.
• Experience administering and troubleshooting Linux, Unix, and Windows enterprise server operating systems.
• Strong knowledge of Internet fundamentals, including HTTP, SSL, and IPv4/IPv6.
• Working knowledge of Java, web containers such as Tomcat and JBoss, and web servers such as Apache and IIS.
• Experience with enterprise virtualization and cloud platforms including AWS, Azure, and Google Cloud Platform.

Nice to have

• DevOps deployments with Docker, scripting, or Kubernetes.
• Networking infrastructure experience with proxies, load balancers, or firewalls.
• Java performance analysis, LDAP, Active Directory, SQL, JavaScript, or Groovy.

Culture & Benefits

• Flexible and collaborative work environment with startup-inspired values.
• Employee resource groups, company and team bonding events, and global volunteering initiatives.
• Paid time off and holiday schedule.
• Parental leave, healthcare options, retirement programs, and education reimbursement.
• Commuter offset for specific locations.