Ping Identity

Manager, Technical Support

Ping Identity

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $115,000 - $143,000 per year

About the role

  • Be responsible for the coaching and mentoring a team of experienced support engineers
  • Develop growth plans for your 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

Requirements

  • 5 years related experience providing technical support or application support at an Enterprise level
  • Experience with triaging and analyzing complex customer issues
  • Experience working cross-functionally across multiple teams to resolve issues
  • Understanding of DevOps best practices and experience with IAM
  • An understanding of the fundamentals of Intelligent Swarming and Knowledge Centered Support
  • Experience coaching and/or leading teams of 5+ engineers
  • Experience with report building and data analysis
  • Experience using data to evaluate and improve processes
  • Passion for customer service
  • Excellent team player
Benefits
  • Generous PTO & Holiday Schedule
  • Parental Leave
  • Progressive Healthcare Options
  • Retirement Programs
  • Opportunity for Education Reimbursement
  • Commuter Offset (Specific locations)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisreport buildingtechnical supportapplication supportDevOps best practicesIAMIntelligent SwarmingKnowledge Centered Support
Soft Skills
coachingmentoringteam leadershipcustomer servicecross-functional collaborationproblem-solvingcommunicationteam player