ForgeRock is hiring a
Technical Support Engineer II

Summary

The job is for a Technical Support Engineer II at Ping Identity, where the employee will work with the Technical Support team in an Intelligent Swarming based approach to solve tickets. The role involves investigating issues, managing customer expectations, communicating frequently, participating in community systems, and contributing to the knowledge base. The employee will report to the Support Manager and may have to work on rotation for on-call duties.

Requirements

• Bachelor's degree in Computer Science or an equivalent degree, and/or equivalent
• 2+ years related experience providing technical support at an Enterprise level

Responsibilities

• Investigate issues and queries using the existing bodies of knowledge and test labs
• Manage customer expectations
• Communicate frequently with the customer by phone, email, and internet meeting systems
• Actively participate in our community system
• Contribute to our knowledge base (Knowledge Centered Support)
• Understand business processes
• Manage customer expectations under high pressure situations

Benefits

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