Ping Identity
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. It inspires our company culture, and we cultivate it through our intelligent, cloud identity platform that lets people shop, work, bank, and interact wherever and however they want—without friction or fear.
Key Responsibilities
Act as the primary point of contact for all customer escalations, ensuring timely and satisfactory resolution.
Facilitate high-priority incidents and serve as the primary contact to the customer.
Lead cross‑functional initiatives to address and resolve complex issues within high‑risk accounts, ensuring timely and effective escalation resolution.
Triage, prioritize, and assign escalations to appropriate teams while maintaining accountability.
Develop and execute detailed action plans for resolving escalated issues, coordinating with cross‑functional teams.
Build strong relationships with key customer stakeholders to restore confidence and trust during escalations.
Proactively communicate status updates and resolution plans to customers and internal teams.
Ensure customer feedback from escalations is documented and shared with relevant stakeholders.
Gain a deep understanding of Ping’s products and services to effectively address technical issues.
Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies.
Conduct post‑mortem reviews for major incidents, documenting lessons learned and implementing preventive measures.
Track and report on key metrics such as escalation response times, resolution and customer satisfaction scores.
On‑call may be a requirement for this position.
Skills and Competencies
5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity.
Proven track record of resolving high‑impact customer issues and managing critical incidents.
Exceptional communication skills with experience in communicating regularly with executive level management.
Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services.
Ability to quickly establish trust and influence others, both internally and externally.
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
Strong data‑driven decision making skills, and process oriented mindset.
Knowledge of Lean, Six Sigma, and continuous improvement approaches.
Ability to identify risks and dependencies and put in place plans to mitigate them.
Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times.
Familiarity with support related tools such as Salesforce Service Cloud, Jira, and related platforms.
Salary Range (USA):
$130,500.00 - $150,000.00. 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
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).
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.
#J-18808-Ljbffr
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. It inspires our company culture, and we cultivate it through our intelligent, cloud identity platform that lets people shop, work, bank, and interact wherever and however they want—without friction or fear.
Key Responsibilities
Act as the primary point of contact for all customer escalations, ensuring timely and satisfactory resolution.
Facilitate high-priority incidents and serve as the primary contact to the customer.
Lead cross‑functional initiatives to address and resolve complex issues within high‑risk accounts, ensuring timely and effective escalation resolution.
Triage, prioritize, and assign escalations to appropriate teams while maintaining accountability.
Develop and execute detailed action plans for resolving escalated issues, coordinating with cross‑functional teams.
Build strong relationships with key customer stakeholders to restore confidence and trust during escalations.
Proactively communicate status updates and resolution plans to customers and internal teams.
Ensure customer feedback from escalations is documented and shared with relevant stakeholders.
Gain a deep understanding of Ping’s products and services to effectively address technical issues.
Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies.
Conduct post‑mortem reviews for major incidents, documenting lessons learned and implementing preventive measures.
Track and report on key metrics such as escalation response times, resolution and customer satisfaction scores.
On‑call may be a requirement for this position.
Skills and Competencies
5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity.
Proven track record of resolving high‑impact customer issues and managing critical incidents.
Exceptional communication skills with experience in communicating regularly with executive level management.
Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services.
Ability to quickly establish trust and influence others, both internally and externally.
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
Strong data‑driven decision making skills, and process oriented mindset.
Knowledge of Lean, Six Sigma, and continuous improvement approaches.
Ability to identify risks and dependencies and put in place plans to mitigate them.
Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times.
Familiarity with support related tools such as Salesforce Service Cloud, Jira, and related platforms.
Salary Range (USA):
$130,500.00 - $150,000.00. 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
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).
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.
#J-18808-Ljbffr