Ping Identity
Overview
At Ping Identity, we believe in making digital experiences both secure and seamless for all users. We call this digital freedom. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want — without friction, without fear. We champion every identity and celebrate differences so you are empowered to bring your authentic self to work. We are headquartered in Denver, Colorado with offices and employees around the globe, serving large enterprises worldwide. Senior Manager, Technical Support
As a Senior Manager, you will be responsible for developing and motivating a team of technical experts while leading day-to-day operations of the technical support team. Duties include facilitating the resolution of cases and spearheading engagement with Engineering, Customer Success and Professional Services. You will be a technical leader, responsible for leading a growing team of experienced technical support engineers to deliver a world-class support experience. This role reports directly 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 and development Use a data-driven approach to assess team performance Develop and/or enhance best practices, processes, and procedures to increase efficiency Use case, escalation, and field data to understand trends Manage customer escalations by engaging with customers and coordinating resources within Ping Review and respond to CSAT responses from customers Manage daily influx of cases to ensure 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 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 to resolve issues Understanding of DevOps best practices and IAM Knowledge 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 Excellent team player Salary
Salary Range 148,640.00 - 185,800.00 USD 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 will be determined by knowledge, skills, and abilities. Life at Ping
We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values. We hire talented, smart, fun, and genuinely nice people who succeed together. A company culture that empowers you to do your best work Employee Resource Groups that create a sense of belonging Regular company and team bonding events Competitive benefits and perks Global volunteering and community initiatives Generous PTO & Holiday Schedule Progressive healthcare options Retirement programs Education reimbursement opportunities Commuter offset (specific locations) Equality and Inclusion
Ping is committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an identity. 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 law.
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At Ping Identity, we believe in making digital experiences both secure and seamless for all users. We call this digital freedom. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want — without friction, without fear. We champion every identity and celebrate differences so you are empowered to bring your authentic self to work. We are headquartered in Denver, Colorado with offices and employees around the globe, serving large enterprises worldwide. Senior Manager, Technical Support
As a Senior Manager, you will be responsible for developing and motivating a team of technical experts while leading day-to-day operations of the technical support team. Duties include facilitating the resolution of cases and spearheading engagement with Engineering, Customer Success and Professional Services. You will be a technical leader, responsible for leading a growing team of experienced technical support engineers to deliver a world-class support experience. This role reports directly 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 and development Use a data-driven approach to assess team performance Develop and/or enhance best practices, processes, and procedures to increase efficiency Use case, escalation, and field data to understand trends Manage customer escalations by engaging with customers and coordinating resources within Ping Review and respond to CSAT responses from customers Manage daily influx of cases to ensure 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 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 to resolve issues Understanding of DevOps best practices and IAM Knowledge 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 Excellent team player Salary
Salary Range 148,640.00 - 185,800.00 USD 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 will be determined by knowledge, skills, and abilities. Life at Ping
We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values. We hire talented, smart, fun, and genuinely nice people who succeed together. A company culture that empowers you to do your best work Employee Resource Groups that create a sense of belonging Regular company and team bonding events Competitive benefits and perks Global volunteering and community initiatives Generous PTO & Holiday Schedule Progressive healthcare options Retirement programs Education reimbursement opportunities Commuter offset (specific locations) Equality and Inclusion
Ping is committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an identity. 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 law.
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