Escalation Manager (Swing Shift)

Ping Identity•Los Angeles, CA

About The Position

Ping Identity is seeking an experienced, proactive Escalations Manager to join its Global Support Organization. The role is responsible for managing and resolving complex technical issues escalated by customers or internal stakeholders, maintaining customer satisfaction and trust, and coordinating resolution across customers, internal teams, and executive management. The position also contributes to continuous improvement by analyzing escalation trends and recommending changes to products, processes, and support practices. The stated schedule is Monday through Friday, 12:00 PM–9:00 PM PST, and on-call availability is required.

Requirements

At least 5 years of experience in an enterprise technical support organization.
At least 2 years of experience managing escalations, preferably in cybersecurity.
Proven track record resolving high-impact customer issues and managing critical incidents.
Exceptional communication skills, including experience communicating regularly with executive-level management.
Understanding of SaaS organizational and operational functions, including Product, Engineering, Support, Customer Success, Sales, and Professional Services.
Ability to establish trust quickly and influence others internally and externally.
Ability to handle conflict and drive agreement when opinions and input differ.
Strong data-driven decision-making skills and a process-oriented mindset.
Ability to identify risks and dependencies and develop mitigation plans.
Adaptability, flexibility, and a customer-centric approach.
Familiarity with support tools such as Salesforce Service Cloud, Jira, and Slack.
Availability for on-call duties.

Nice To Haves

Experience managing escalations in cybersecurity.

Responsibilities

Serve as the primary point of contact for customer support case escalations and ensure timely, satisfactory resolution.
Facilitate high-priority incidents and act as the primary customer contact.
Manage communications with customers and internal executive teams during product incidents.
Lead cross-functional efforts to resolve complex issues in high-risk accounts.
Triage, prioritize, and assign escalations to appropriate teams while maintaining accountability.
Develop and execute action plans for escalated issues in coordination with cross-functional teams.
Build relationships with key customer stakeholders to restore confidence and trust during escalations.
Proactively communicate status updates and resolution plans to customers and internal teams.
Document customer feedback from escalations and share it with relevant stakeholders.
Develop a deep understanding of Ping Identity products and services to address technical issues effectively.
Analyze escalation trends, identify systemic issues, and recommend improvements to products, processes, and support methodologies.
Conduct post-mortem reviews for major incidents, document lessons learned, and implement preventive measures.
Track and report metrics such as escalation response times, resolution, and customer satisfaction scores.