Senior Technical Support Engineer (IAM)

Location: Remote in the USA, with California specified; US West Coast preferred.

Salary: $70,000–$100,000 per year.

Company

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

What you will do

• Support top-tier customers by responding to, troubleshooting, and resolving technical issues end to end.
• Communicate with customers and partners through support tools, audio and video calls, screen-sharing sessions, and escalation calls.
• Reproduce customer problems, identify root causes, document bugs, and collaborate with Support, Engineering, SRE, Product Management, and Customer Success.
• Provide feedback to training and documentation teams and create or review knowledge base articles.
• Participate in weekend queue-manager/on-call rosters and scheduled public-holiday coverage.
• Mentor team members, contribute to technical interviews, develop product expertise, and improve support processes.

Requirements

• At least 8 years of related experience with a bachelor’s degree, or equivalent experience.
• Excellent verbal and written communication, listening, presentation, and audience-awareness skills.
• Strong analytical, creative, inquisitive, resilient, and adaptive troubleshooting skills.
• Solid knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and proxies.
• Experience with Linux administration and troubleshooting, enterprise virtualization, and cloud-based platforms including AWS, Azure, and Google Cloud Platform.
• Strong collaboration and teamwork skills.
• Technical degree studies in Computer Engineering, CIS, MIS, or Computer Science are preferred.

Nice to have

• Experience supporting identity and access management software.
• US West Coast work location.

Culture & Benefits

• Flexible and collaborative work environment with startup values.
• Employee resource groups, regular company and team events, and community initiatives.
• Competitive benefits and perks, including paid time off and holidays, parental leave, healthcare options, retirement programs, education reimbursement, and location-specific commuter support.
• Inclusive workplace that respects individuality and supports diverse backgrounds and experiences.