ZipRecruiter
Senior Technical Support Engineer - Shifted Workweek
ZipRecruiter, Denver, Colorado, United States, 80285
Overview
Role Purpose Statement: As a Senior Technical Support Engineer, 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 deliver superior customer support. Work Schedule There are two shift options, Thursday to Monday or Friday to Tuesday. Hours are defined based on the follow-the-sun model to ensure global support, requiring specific shifts to align with this approach - these will be normal business hours in your regional time zone.
Main Responsibilities
Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolution Where assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required Managing and responding to phone support and alerts, escalating cases as needed Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions Reproducing customer problems internally, to enable the development and testing of a resolution Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times Collecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers Actively prioritizing 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 Participation 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 Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches
Required Skills & Qualifications
Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or equivalent work experience Excellent Communication - both verbal and written; support is conducted via web-based ticketing system, web conferencing and phone Excellent troubleshooting skills Demonstrable collaboration and teamwork skills Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model Ability to be a good listener; identifying key information in order to reproduce a customer's problem remotely Strong background of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting Solid understanding of the technical fundamentals of the Internet - knowledge of protocols such as HTTP, SSL and IPv4/v6 Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS) Experience of virtualization in an enterprise environment Cloud-based platform services - AWS, Azure, Google Cloud Platform
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 - LDAP, AD Databases SQL Programming - JavaScript, Groovy
Salary Range: $83,500 - $100,000 In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. 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
Benefits
Generous PTO & Holiday Schedule Parental Leave Progressive Healthcare Options Retirement Programs Opportunity for Education Reimbursement Commuter Offset (Specific locations)
Equal Opportunity
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 opportunity to contribute. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or protected veteran status, or any other characteristic protected by applicable federal, state, or local law. #J-18808-Ljbffr
Role Purpose Statement: As a Senior Technical Support Engineer, 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 deliver superior customer support. Work Schedule There are two shift options, Thursday to Monday or Friday to Tuesday. Hours are defined based on the follow-the-sun model to ensure global support, requiring specific shifts to align with this approach - these will be normal business hours in your regional time zone.
Main Responsibilities
Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolution Where assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required Managing and responding to phone support and alerts, escalating cases as needed Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions Reproducing customer problems internally, to enable the development and testing of a resolution Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times Collecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers Actively prioritizing 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 Participation 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 Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches
Required Skills & Qualifications
Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or equivalent work experience Excellent Communication - both verbal and written; support is conducted via web-based ticketing system, web conferencing and phone Excellent troubleshooting skills Demonstrable collaboration and teamwork skills Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model Ability to be a good listener; identifying key information in order to reproduce a customer's problem remotely Strong background of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting Solid understanding of the technical fundamentals of the Internet - knowledge of protocols such as HTTP, SSL and IPv4/v6 Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS) Experience of virtualization in an enterprise environment Cloud-based platform services - AWS, Azure, Google Cloud Platform
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 - LDAP, AD Databases SQL Programming - JavaScript, Groovy
Salary Range: $83,500 - $100,000 In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. 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
Benefits
Generous PTO & Holiday Schedule Parental Leave Progressive Healthcare Options Retirement Programs Opportunity for Education Reimbursement Commuter Offset (Specific locations)
Equal Opportunity
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 opportunity to contribute. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or protected veteran status, or any other characteristic protected by applicable federal, state, or local law. #J-18808-Ljbffr