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Technical Support Manager

2 months ago

bangalore, India Ping Identity Full time

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.

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:

  • 7 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
  • An understanding of the fundamentals of Intelligent Swarming and Knowledge Centered Support
  • Experience coaching and/or leading teams of 7+ engineers
  • Experience with report building and data analysis
  • Experience using data to evaluate and improve processes Passion for customer service
  • Excellent team player


Note: You can apply directly who are willing to work on North American shift