Manager, Technical Support - Shifted Work Week

Ping Identity

5h•$115,000 - $143,000

About The Position

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. As a Support 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 teams. 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 will report directly to the Director of Technical Support within North America.

Requirements

5 years related experience providing technical support or application support at an Enterprise level
Experience with triaging and analyzing complex customer issues
Experience working cross-functionally across multiple teams to resolve issues
Understanding of DevOps best practices and experience with IAM
An understanding of the fundamentals 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

Responsibilities

Be responsible for the coaching and mentoring a team of experienced support engineers
Develop growth plans for your direct reports to drive continuous improvement and development.
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 directly with our customers and coordinating resources within Ping to resolve issues
Review and respond to CSAT responses submitted by our customers
Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner
Assess engineer casework for quality and consistency
Work closely 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