• Respond to tickets in the Movidesk platform, observing SLA for first response and resolution times • Classify tickets according to urgency level (Urgent, High, Medium, Low) • Understand the customer’s needs, discuss solution alternatives with the Support & Maintenance (SM) team, and document all steps taken in the ticket • Involve the development team for maintenance tasks that require source code adjustments • Maintain control of customer data hosted in the cloud • Perform manual backups of the geographic database • Test functionalities delivered by the Development team • Install and configure basic solution software, such as operating systems, databases, and application servers • Resolve customer questions about using Geopixel solutions

• Partner with clients to optimize the use of BlueCat products and services • Become the trusted advisor with customers • Apply troubleshooting and debugging skills to get to root cause • Partner with clients to follow best practices • Work closely to escalate issues across business units • Own the technical relationship with the customer

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. Note: The shift for this position is scheduled either between 4:00pm-1:00am or 12:00am to 9:00am Mountain time (1 hour lunch + 30 minutes of break time included) FedRAMP position: Must be located in the United States. Eastern time zone strongly preferred. The Global Support Organization (GSO) is primarily responsible for providing product support to customers to deflect non-defect and non-feature cases from Product Development. The Cloud Technical Support Engineer, reporting to the Technical Support Manager, is responsible for providing product support to customers on the products used in their cloud environments, as well as assuming system administration responsibilities in certain areas. You will work closely with platform engineering in ensuring that customer inquiries are addressed, and that the products running in the cloud environment are well-maintained, while being exposed to several technologies and practices, such as AWS, Kubernetes, and DevOps. You will: - Manage and complete support cases and service requests for customers - Monitor and Administer PingDS, PingAM, and PingIDM in a DevOps environment - Provide communication with and between customers and other supporting teams across the organization - Update processes, documentation, and knowledge base as changes are made or discovered - Assist in coordinating and diagnosing issues with third-party tools used in customer environments - Initiate and participate in incidents and root cause analyses as a product SME You have: - Advanced Certification or 2+ years of experience supporting at least two of the following: - Access Management - ForgeRock Directory Services - ForgeRock Identity Gateway - Identity Manager - Data analysis and correlation: utilizing data analytics to correlate disparate data points and logs to draw conclusions about the source of a problem - Complex System Analysis: understanding and diagnosing issues within highly complex and integrated systems. - Root Cause Analysis: digging deeper into problems to understand the underlying causes, not just the symptoms. - Excellent understanding of IAM Security best practices - Proficient understanding of change management You have an advantage if you have: - Experience working in a Kubernetes environment - Experience with networking - Experience in System Administration of an enterprise environment - Proficiency querying with tools like ElasticSearch/Kibana, Cloudwatch, Jira, etc. - Excellent customer service skills - Extroverted in nature - Enjoy working directly with customers, potentially under pressure Salary Range: $80,000–$120,000 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 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.

Brazil - Remoto Na Platform Science, trabalhamos para conectar tudo que se move. Fundada em 2015, somos uma plataforma de IoT aberta que faz parcerias com frotas inovadoras, desenvolvedores de aplicativos, fabricantes de veículos e fornecedores de equipamentos no setor de transporte para fornecer soluções revolucionárias aos profissionais da cadeia de suprimentos em todo o mundo. Nossos colaboradores são um grupo envolvente e diversificado de pessoas que acreditam no poder das grandes ideias. Contratamos pessoas com diferentes experiências e perspectivas para construir uma cultura empresarial que impulsione o crescimento por meio da inovação. Valorizamos ações atenciosas e empatia pelos outros. Abordamos os desafios com resiliência e criatividade, ao mesmo tempo que incentivamos a transparência porque, não importa nossa origem ou responsabilidades, somos uma equipe. Sobre a vaga: Competências e Responsabilidades - Gestão Proativa e Estratégica de Tickets: Realizar o monitoramento e a gestão proativa de tickets abertos pelos grandes clientes. Isso inclui assegurar o registro detalhado, a categorização correta e o encaminhamento eficiente das demandas, além de identificar tendências e propor melhorias nos processos. - Comunicação de Alto Nível com o Cliente: Manter os clientes informados sobre o status de seus tickets e projetos, fornecendo atualizações claras e concisas, gerenciando expectativas e negociando prazos quando necessário. Você atuará na resolução de problemas mais complexos, compreendendo o impacto das pendências no negócio do cliente. - Ponto Focal e Coordenação Otimizada: Ser o principal ponto de contato para os clientes, coordenando de forma eficaz as interações entre o cliente e as diversas áreas internas (técnica, suporte, comercial, etc.). Isso envolve escalonar problemas de forma estratégica, identificar gargalos e propor soluções para agilizar as resoluções, sempre com base em um entendimento aprofundado dos processos internos. - Análise e Apresentação de Indicadores de Performance: Preparar e apresentar relatórios detalhados de indicadores de tickets e performance de atendimento em reuniões periódicas com os clientes. Analisando os resultados, identificando oportunidades de melhoria e propondo planos de ação alinhados aos objetivos de negócio do cliente. - Desenvolvimento de Relacionamento e Compreensão de Negócio: Construir e fortalecer relacionamentos estratégicos com os grandes clientes, atuando como um consultor e parceiro. Capacidade de compreender os principais impulsionadores de negócio do cliente será fundamental para antecipar necessidades, propor soluções personalizadas e identificar oportunidades de expansão. - Melhoria Contínua de Processos: Contribuir ativamente para a melhoria dos processos e políticas de atendimento, compartilhando insights obtidos no dia a dia e propondo otimizações que resultem em maior eficiência e satisfação do cliente. Resolução de problemas - Trabalha em problemas de escopo moderado onde a análise de situações ou dados exige a revisão de vários fatores; analisa possíveis soluções usando experiência técnica, julgamento e precedentes; aplica políticas e procedimentos da empresa para resolver uma variedade de questões. Formação - Formação superior completa em áreas como Administração, Comunicação, Marketing, Tecnologia da Informação ou áreas correlatas. Idiomas - Desejável Inglês Básico. Experiência - Avançadas habilidades de comunicação, tanto escrita quanto verbal e atendimento a grandes contas - Habilidade de execução de trabalho sob pressão, dentro dos prazos estabelecidos; - Capacidade de seguir procedimentos e protocolos estabelecidos. - Conhecimento avançado em sistemas de gestão de tickets (CRM ou plataformas de help desk) e ferramentas de análise de dados. Competências Essenciais - Comprometimento - Comunicação - Ética - Proatividade - Integridade - Colaboração