Ping Identity · 3 weeks ago
Manager, Technical Support - Shifted Work Week
United States
Full-time
Remote
Mid, Senior Level
$115K/yr - $143K/yr
5+ years expPing Identity is dedicated to making digital experiences secure and seamless. As a Support Manager, you will lead a team of technical experts, facilitating case resolutions and engaging with various teams to deliver exceptional support experiences.
GovernmentIdentity ManagementSecuritySoftware
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
Qualification
Required
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
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 Roberts & Co.DFJ Growth,W Capital PartnersSilicon Valley Bank,Triangle Peak Partners
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
2026-02-05
BiometricUpdate.com
2026-02-02
Company data provided by crunchbase