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Manager, Technical Support
@Ping Identity
[Hiring] Manager, Technical Support @Ping Identity
Mar 28, 2025 - Ping Identity is hiring a remote Manager, Technical Support. 💸 Salary: $115,000 - $140,000. 📍Location: Northern America.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
You will act as a technical manager for Ping Identity Products. As a Manager, Technical Support, you will be responsible for developing and motivating a team of technical experts and lead day-to-day operations of the technical support team within North America.
- Facilitate the resolution of cases and spearhead engagement with development engineering, operations, and professional services teams.
- Lead a growing team of experienced technical support engineers to deliver an experience so profound that customers love using our products and services.
- Report directly to the Director of Technical Support within North America.
As a Regional Support Manager you will:
- Be responsible for 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.
- 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 of Intelligent Swarming and Knowledge Centered Support programs.
Qualifications
- 4 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.
Requirements
- Salary Range: $115,000 - $140,000.
- 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.
Benefits
- Generous PTO & Holiday Schedule.
- Parental Leave.
- Progressive Healthcare Options.
- Retirement Programs.
- Opportunity for Education Reimbursement.
- Commuter Offset (Specific locations).
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| 📍 | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$115,000 - $140,000
|
Remote
Location
Northern America
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
