Ping Identity
Overview
Senior Manager, Tech Support at Ping Identity. The role leads day-to-day operations of the technical support team, coaches engineers, and collaborates with Engineering, Customer Success, and Professional Services to deliver a world-class support experience. Reports to the Director of Technical Support within North America. Responsibilities
Coach and mentor a team of experienced support engineers Develop growth plans for direct reports to drive continuous improvement Use data-driven approaches to assess team performance Develop and enhance best practices, processes, and procedures to increase efficiency Analyze case data, escalations, and field feedback to understand trends Manage customer escalations by engaging with customers and coordinating resources within Ping Review and respond to CSAT responses Manage the daily influx of cases and service requests, ensuring timely prioritization and resolution Assess engineer casework for quality and consistency Collaborate 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 You Have (Qualifications)
12 years of related experience providing technical or application support at an enterprise level Experience triaging and analyzing complex customer issues Experience working cross-functionally across multiple teams Understanding of DevOps practices and IAM Understanding 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 teamwork Salary and Benefits
Salary Range: 148,640.00 - 185,800.00 USD In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the compensation range is listed. Final compensation will be determined by factors such as knowledge, skills, and abilities. About Ping Identity
At Ping Identity, we believe in making digital experiences secure and seamless for all users. We call this digital freedom. Our intelligent, cloud identity platform enables people to shop, work, bank, and interact wherever and however they want. We champion every identity and celebrate differences to empower our authentic selves at work. We are headquartered in Denver, Colorado with offices and employees worldwide and serve enterprises globally. Ping Identity is 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 law.
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Senior Manager, Tech Support at Ping Identity. The role leads day-to-day operations of the technical support team, coaches engineers, and collaborates with Engineering, Customer Success, and Professional Services to deliver a world-class support experience. Reports to the Director of Technical Support within North America. Responsibilities
Coach and mentor a team of experienced support engineers Develop growth plans for direct reports to drive continuous improvement Use data-driven approaches to assess team performance Develop and enhance best practices, processes, and procedures to increase efficiency Analyze case data, escalations, and field feedback to understand trends Manage customer escalations by engaging with customers and coordinating resources within Ping Review and respond to CSAT responses Manage the daily influx of cases and service requests, ensuring timely prioritization and resolution Assess engineer casework for quality and consistency Collaborate 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 You Have (Qualifications)
12 years of related experience providing technical or application support at an enterprise level Experience triaging and analyzing complex customer issues Experience working cross-functionally across multiple teams Understanding of DevOps practices and IAM Understanding 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 teamwork Salary and Benefits
Salary Range: 148,640.00 - 185,800.00 USD In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the compensation range is listed. Final compensation will be determined by factors such as knowledge, skills, and abilities. About Ping Identity
At Ping Identity, we believe in making digital experiences secure and seamless for all users. We call this digital freedom. Our intelligent, cloud identity platform enables people to shop, work, bank, and interact wherever and however they want. We champion every identity and celebrate differences to empower our authentic selves at work. We are headquartered in Denver, Colorado with offices and employees worldwide and serve enterprises globally. Ping Identity is 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 law.
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