Senior Technical Support Engineer II

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 Individuality, 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. Role Purpose Statement: As a Senior Support Engineer, you will be working in a customer-facing capacity dedicated to our top tier customers, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help with the resolution of any problems, 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: • Provide professional, timely, and empathetic technical support, listening carefully to understand customer needs and clearly communicating progress and next steps. • Build deep expertise in assigned products and a broad understanding of related platform components and integrations. • Own assigned customer issues from initial investigation through resolution. Use reproducible tests and customer evidence including browser network traces, SAML/OIDC traces, HTTP responses, API requests, application and service logs, timestamps, environment or transaction identifiers, and configuration details to investigate issues. Handle identity data and diagnostic material in accordance with security and privacy requirements. • Recognise potential service incidents and broader customer impact. Prioritise production-impacting issues, follow incident and escalation processes, and coordinate with Support leadership and technical teams. • Diagnose enterprise identity, SSO, federation, authentication, authorization, and application-integration issues across cloud and on-premises environments. Apply working knowledge of SAML 2.0, OIDC, OAuth 2.0, federation metadata, certificates, identifiers, claims and attributes, provisioning, sign-on flows, and SaaS application configurations. • Lead escalation calls when required, align stakeholders on the issue and its impact, and develop action plans to progress the investigation and resolution. • Prepare clear, actionable escalations for Engineering and Product teams, including impact, scope, reproduction steps, expected and actual behaviour, relevant evidence, and available workarounds. Track actions through to a customer-ready outcome. • Collaborate across regions and functions through technical swarms, case handoffs, and follow-the-sun coverage. Share product knowledge and contribute to support readiness for new features and releases. • Maintain accurate, high-quality case records and handle customer identity data and diagnostic information in accordance with security and privacy requirements. • Identify recurring issues and improve support resources by creating or upda