Escalation Manager

Ping Identity; Los Angeles (CA); Hybrid; USD 130,000 - 145,000; Full time

Benefits offered by this job

Competitive benefits

Volunteer programs

Generous PTO & Holidays

Healthcare options

Retirement programs

Education reimbursement

Job summary

Ping Identity seeks an experienced Escalations Manager to join our Global Support Organization. This role ensures customer satisfaction by managing and resolving complex escalations, acting as the bridge between customers, internal teams, and executive management, and driving continuous improvement.

The position requires 5+ years in enterprise technical support with at least 2 years managing escalations, and involves on-call duties and coordinating across Product, Engineering, Support, and

Qualifications

• 5+ years in an enterprise technical support org, with at least 2 years managing escalations
• Proven track record resolving high-impact customer issues and managing critical incidents
• Exceptional communication with executive-level management
• Understanding of SaaS org structures incl. Product, Engineering, Support, Customer Success, Sales, and Professional Services
• Ability to influence stakeholders and drive decisions under pressure
• Familiarity with support tools like Salesforce Service Cloud, Jira and Slack

Responsibilities

• Act as primary contact for customer support escalations and manage timely resolutions
• Coordinate high-priority incidents and communicate with customers
• Lead cross-functional initiatives to resolve issues in high-risk accounts
• Triaged, prioritized, and assigned escalations to appropriate teams
• Develop action plans and coordinate across teams to resolve escalations
• Build relationships with key customer stakeholders to restore confidence
• Provide status updates to customers and internal teams; capture feedback
• Gain deep product knowledge to effectively address technical issues
• Analyze escalation trends and recommend product/process improvements
• Conduct post-mortems for major incidents and share lessons learned
• Track metrics like escalation response times and customer satisfaction
• On-call is required

Skills

Escalations management

Executive communication

Incident management

SaaS operations

Cross-functional collaboration

Tools

Salesforce Service Cloud

Jira

Slack

Job description

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.

We are seeking an experienced and proactive Escalations Manager to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues escalated from our customers or internal stakeholders. You will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust with our customers while contributing to continuous improvement efforts.

Hours: M-F 12:00 PM - 9:00 PM PST

KEY 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
• Analyse 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 is a requirement for this position

SKILLS AND COMPETENCIES

• 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity
• Proven track record of resolving high-impact customer issues and managing critical incidents
• Exceptional communication skills with experience in 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 input exist
• Strong data-driven decision making skills, and process oriented mindset
• Ability to identify risks and dependencies and put in place plans 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.

Hiring Range:

$130,000 to $145,000

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.

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
• Generous PTO & Holiday Schedule
• 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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Ping Identity’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.