Manager

• Develop and motivate a team of technical experts while leading day-to-day operations of the technical support team
• Facilitate the resolution of cases and spearhead engagement with Engineering, Customer Success and Professional Services teams
• Lead a growing team of experienced technical support engineers to deliver a world class support experience
• Report directly to the Director of Technical Support within North America
• Coach and mentor a team of experienced support engineers
• Develop growth plans for direct reports to drive continuous improvement and development
• Utilize a data driven approach to assess team performance
• Develop and/or enhance best practices, processes, and procedures to increase efficiency
• Use data from cases, escalations, and the field to understand trends
• Manage customer escalations by engaging directly with our customers and coordinating resources within Ping to resolve issues
• Review and respond to CSAT responses submitted by our customers
• Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner
• Assess engineer casework for quality and consistency
• Work closely with global teams to ensure a uniform customer experience
• Work with operations and support leadership on the development and continuous improvement of Intelligent Swarming and Knowledge Centered Support programs

Senior Manager, Technical Support

Salary

Job Level

Tech Stack

About the role

Requirements

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