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Associate Support Engineer

ForgeRock

ForgeRock

Customer Service
United Kingdom · Remote
Posted on Wednesday, June 5, 2024

About Ping Identity:

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 an Associate Support Engineer, you will be working in a customer-facing capacity, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help the resolution of any problems that may arise, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.

Main Responsibilities:

  • Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or equivalent work experience
  • Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. Showing a respect for all customers and team members at all times
  • Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience
  • Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Learning dedication, patience and commitment to seeing problems through to resolution
  • Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions
  • Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
  • Reproducing customer problems internally, to enable the development and testing of a resolution
  • Collecting information and documenting bugs with Engineering for product/service issues that are impacting customers
  • Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
  • Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches
  • Learning how to prioritise tasks/workload with self-discipline and good timekeeping
  • Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
  • Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage
  • Clearly communicating with all stakeholders - customers, team members, other departments, management
  • Shadowing 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

Required Skills & Qualifications

  • B.S. degree in an Engineering, Technology or Science Discipline, or equivalent experience in a technical application support, developer or QA role.
  • Excellent Communication - both verbal and written; support is conducted via a ticketing system and phone.
  • Excellent troubleshooting skills.
  • Solid understanding of the technical fundamentals of the Internet. You should have a solid knowledge of protocols such as HTTP, SSL and IPv4.
  • Considerable experience of working on Linux, Unix, Windows Enterprise Server OS, with mixed skills around administration and troubleshooting.
  • Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS).
  • Experience of virtualisation in an enterprise environment.
  • Demonstrated strong collaboration and teamwork skills.
  • The ability to be a good listener and to be able to identify the key customer information to identify and reproduce the customer’s problem remotely.

Preferred:

  • Cloud-based platform services - AWS, Azure, Google Cloud Platform
  • DevOps deployments - Docker, Scripting, Kubernetes
  • Networking infrastructure - Proxies, Load balancers, Firewalls, Wireshark
  • Installing/tuning/code analysis of Java
  • Java performance analysis - Heatmaps/jmap/GC
  • Directory - LDAP, AD
  • Databases - SQL
  • Programming languages - Javascript, Groovy

Life at Ping:

We 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.

Here are just a few of the things that make Ping special:

  • A company culture that empowers you to do your best work.
  • Employee Resource Groups that create a sense of belonging for everyone.
  • Regular company and team bonding events.
  • Competitive benefits and perks.
  • Global volunteering and community initiatives

Our Benefits:

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

Ping 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.

We 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.