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. The Global Support Organization is the foremost interface between Ping and our valued customers and partners. We operate a follow-the-sun, multi-site, model. We work with our partners and customers twenty-four hours a day on services that affect both their workforce and customers. We help our customers to be successful in the application, administration, and maintenance. You will report to the Team Manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees. You Will: - Assist with escalated customer engagements - Investigate issues and queries using the existing bodies of knowledge and test labs - Manage customer expectations - Communicate frequently and proactively follow up with the customer by phone, email and internet meeting systems - Actively participate in our community system (public facing Q&A) - Contribute to our knowledge base - Participate in on-call rotation You Have: - Technical proficiency with PingAM, PingDS, PingGateway, PingIDM - Linux-based and Windows server OS management - SAML/OAuth/OIDC - Lightweight Directory Access Protocol (LDAP) and Directory Services - Networking inc Load Balancers, Firewalls, IP, DNS - PKI, X.509 certificates - Internet Protocols (HTTPS/SSL/TLS etc) - You can troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers - Experience with APIs (knowledge of REST and SCIM) - Experience with scripting languages (JavaScript/TypeScript) - Experience with Xcode and Android Studio - Experience with iOS (Swift) and Android (Kotlin/Java) - Experience with devops deployments Salary Range: $80,000 - $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 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.

Company Description Veolia is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia designs and implements innovative solutions for decarbonization, depollution, and resource regeneration, supporting communities and industries in their ecological transformation. Within this framework, Water Tech brings together a dedicated team of experienced professionals committed to tackling the world’s most complex challenges related to water scarcity, quality, productivity, and energy. Together, we pursue a shared mission to create a more sustainable future. Job Description Technical Support Specialist of the Technical Op’s Services Technical Support team with focus on effective post commissioning technical support, warranty claim management and customer issue resolution. This role will be responsible for providing world class support to the ES install base customers. The Technical Support Specialist is accountable for managing customer issues to closure both during regular business hours & 24/7 after hours support. Responsibilities include implementation of all necessary EHS, design standards, procedures, governance and processes required to represent the company as a customer facing Subject Matter Expert (SME). This is a highly networked role that requires an ability to work under pressure, make operational decisions under challenging deadlines. Success in this role requires strong people management and technical skills. Key Characteristics - Able to communicate with fellow Technical Support team, engineering, process & controls groups to ensure issues are recorded and understood to allow uninterrupted customer service - Highlight chronic issues in product to Product Managers and engineering personnel and assist in implementing solutions - Able to provide training facilitation to both internal & external customers as a subject matter expert with specific product focus on P&D/Legacy(Ozonia, Aquaray UV, Clarifiers, DAF’s, MBBR etc…) product lines - Strong focus on customer relationships (both external and internal customers). Understands balance between customer and Veolia teams Duties & Responsibilities - Work closely with Product Management to understand the root cause of the failure, communicate and report on progress with the customer, update Customer Technical Support Cases (CTS) and ensure the technical closure of the case is recorded & validated with the customer - Organize and drive feedback to engineering and senior management for sustained product and project delivery improvement - Communicate with fellow Technical Support team members, process & controls groups to ensure cases are recorded and understood to allow uninterrupted customer service - Lead the resolution of customer complaints and issues throughout a project lifecycle - Investigate and report cases in the CTS application - Facilitate client issue resolution and participate in RCA (Root Cause Analysis) teams to identify & resolve systemic issues across the business - Active participation in Large Issue review meetings, responsible for the project to be completed on budget through tracking all project costs when leading complicated solutions to large issues - Develop and maintain an in-depth knowledge of all Veolia WTS and service offerings specific to P&D/Legacy Business and related products - Salary Range: $ 70,000 CAD | $ 66,000 USD - $ 78,500 CAD | $72,000 USD Please note: This role can be based in one of our offices across NORAM, or it can be 100% remotely, depending on the candidate's experience and preference. There is minimal travel required to customer sites and Veolia offices, as deemed necessary. Qualifications Knowledge, Skills & Abilities - Ability to multitask on several concurrent projects - Ability to effectively present ideas and information verbally and through written documentation - Demonstrated ability to work independently - Be able to trouble shoot and repair Mechanical and Electrical components typically found in water treatment plants (pumps, blowers, valves etc…) via the phone with an operator or at a plant site - Have working knowledge of PLC controls and basic abilities to modify and read PLC logic - Be able to read and understand Process Flow Diagrams (PFD’s), Process and Instrument Drawings (P&ID’s), Electrical Drawings, Control Logic Summary Charts (CLSC) and Operating Sequence Charts (OSC) Education & Experience Required: - 5 years’ experience with Veolia WTS systems or equivalent industry experience - 5 years of client relationship management experience Preferred: - Relevant field experience working on Veolia WTS products - Background in Root Cause Analysis (RCA) tools - Bachelor's Degree or College Diploma with a minimum of 5 years of experience in a water treatment field - Knowledge of and/or demonstrated ability to learn new equipment and processes related to Veolia WTS products and systems including but not limited to RO/ED, UF/MBR, Ion Exchange, P&D (purification & disinfection), ADT and Thermal technologies Additional Information At Veolia, we realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We’re an organization that champions diversity and inclusion at every rung of the ladder and are proud to be an equal opportunity workplace As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination. - Type de contrat: Standard

• Lead, mentor, and coach a team of high-performing Technical Support Engineers. • Foster a culture of technical excellence, continuous learning, and a customer-first mindset. • Drive team motivation, engagement, and performance through ongoing development. • Identify and implement opportunities for process improvements and automation to enhance support efficiency. • Collaborate with internal stakeholders, including Customer Success, Education, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements. • Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends. • Own the hiring and onboarding of new team members. Enhance our new-hire enablement and deliver a world-class experience. • Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support. • Support the Head of Customer KES with projects and initiatives to drive performance. • Facilitate knowledge sharing by internal documentation, training, and enablement.

• Support seamless experiences to our partners • Troubleshoot technical issues and find resolutions for partner requests • Review partner queries and find creative solutions that streamline their requirements • Leverage knowledge to help partners with technical struggles • Advocate for partners by providing feedback to the Product team • Meet SLAs for response time and issue resolution