Ping Identity
Overview
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Sr Manager, Tech Support
role at
Ping Identity . Ping Identity is a global company headquartered in Denver, Colorado, serving large enterprises worldwide with an intelligent, cloud identity platform. The company emphasizes digital freedom, security, and seamless experiences for users. Ping Identity values diversity and encourages employees to bring their authentic selves to work. This role reports directly to the Director of Technical Support within North America and is responsible for developing and motivating a team of technical experts while leading day-to-day operations of the technical support team. Duties include facilitating case resolution and coordinating engagement with Engineering, Customer Success, and Professional Services teams. Responsibilities
Coach and mentor a team of experienced support engineers Develop growth plans for direct reports to drive continuous improvement 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 with customers and coordinating resources within Ping to resolve issues Review and respond to CSAT responses from customers Manage daily influx of cases and service requests 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 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 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 for this role will be determined by various factors, such as 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 that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. Here are just a few of the things that make Ping special: A 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 Benefits
Generous PTO & Holiday Schedule Parental Leave Progressive Healthcare Options Retirement Programs Opportunity for Education Reimbursement Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. 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.
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Join to apply for the
Sr Manager, Tech Support
role at
Ping Identity . Ping Identity is a global company headquartered in Denver, Colorado, serving large enterprises worldwide with an intelligent, cloud identity platform. The company emphasizes digital freedom, security, and seamless experiences for users. Ping Identity values diversity and encourages employees to bring their authentic selves to work. This role reports directly to the Director of Technical Support within North America and is responsible for developing and motivating a team of technical experts while leading day-to-day operations of the technical support team. Duties include facilitating case resolution and coordinating engagement with Engineering, Customer Success, and Professional Services teams. Responsibilities
Coach and mentor a team of experienced support engineers Develop growth plans for direct reports to drive continuous improvement 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 with customers and coordinating resources within Ping to resolve issues Review and respond to CSAT responses from customers Manage daily influx of cases and service requests 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 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 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 for this role will be determined by various factors, such as 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 that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. Here are just a few of the things that make Ping special: A 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 Benefits
Generous PTO & Holiday Schedule Parental Leave Progressive Healthcare Options Retirement Programs Opportunity for Education Reimbursement Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. 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.
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