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

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