Ping Identity · 17 hours ago
Escalations Manager (West Coast) - Shifted Work Week (Thurs-Mon)
United States
Full-time
Remote
Senior Level
$130K/yr - $145K/yr
5+ years expPing Identity is a company focused on making digital experiences secure and seamless. They are seeking an experienced Escalations Manager to ensure customer satisfaction by managing and resolving complex technical issues escalated from customers or internal stakeholders, while driving resolution and maintaining trust with customers.
GovernmentIdentity ManagementSecuritySoftware
Responsibilities
Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
Facilitate any high priority incidents that occur and act as the primary point of contact to the customer
Manage communications to customers and internal executive teams during product incidents
Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution
Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams
Build strong relationships with key customer stakeholders to restore confidence and trust during escalations
Proactively communicate status updates and resolution plans to customers and internal teams
Ensure customer feedback from escalations is documented and shared with relevant stakeholders
Gain a deep understanding of Ping’s products and services to effectively address technical issues
Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies
Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures
Track and report on key metrics such as escalation response times, resolution, and customer satisfaction scores
On-call may be a requirement for this position in the future
Qualification
Required
5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in B2B SaaS (bonus points for cybersecurity)
Proven track record of managing critical incidents and resolving high-impact customer issues
Exceptional communication skills with experience communicating regularly with executive-level management
Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
Ability to quickly establish trust and to influence others, both internally and externally
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and inputs exist
Strong data-driven decision making skills, and process-oriented mindset
Ability to identify risks and dependencies and put plans in place to mitigate them
Adaptability, flexibility, and the conviction to 'do the right thing' by keeping a customer-centric mentality at all times
Familiarity with support related tools such as Salesforce Service Cloud, Jira, and Slack
Benefits
Generous PTO & Holiday Schedule
Parental Leave
Progressive Healthcare Options
Retirement Programs
Opportunity for Education Reimbursement
Commuter Offset (Specific locations)
Company
Ping Identity
Ping Identity provides cloud-based identity management software for companies and government organizations.
1001-5000 employees
H1B Sponsorship
Ping Identity has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (3)
2023 (2)
2022 (3)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
$128.35MKey Investors
Kohlberg Kravis RobertsAppian VenturesGeneral Catalyst
2022-08-03Acquired
2019-09-18IPO
2014-09-18Series F· $35M
Leadership Team
Andre Durand
Founder & CEO
Loren Russon
SVP of Product & Technology
Recent News
BiometricUpdate.com
2026-01-22
Company data provided by crunchbase