Manager, Technical Support

Job Description

About Ping Identity:

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.

Ping Identity has an industry-leading suite of software and services products which are centered around industry standards such as SAML, OAuth, OIDC, FIDO, LDAP etc. Our SSO, Directory, MFA, CIAM and API Intelligence systems can be found operating in the Cloud and in customer's private data centers.

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. The day-to-day operations include facilitating the resolution of cases and spearheading engagement with development engineering, operations and professional services teams. You will be a technical leader that will be responsible for leading a growing team of experienced technical support engineers to deliver an experience so profound that customers love using our products and services, and actively recommend them to others. This role will report directly to the Support Director within North America.

Ideal candidate will be working in Weekend shifts. Please apply if are willing to work in the below shifts.

- There are two shift options, Thursday to Monday or Friday to Tuesday.
- Hours are defined based on the follow-the-sun model to ensure global support, requiring specific shifts to align with this approach Shift starts @ 4 AM IST to 1 PM IST

As a Regional Support Manager you will:

- 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
- 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

You Have:

- 4+ years related experience providing technical support or application support at an Enterprise level
- Experience with triaging and analysing complex customer issues
- Experience working cross-functionally across multiple teams to resolve issues
- 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

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

Our 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.