Escalation Manager (Swing Shift) (Fully Remote)

Ping Identity; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible remote culture

Competitive benefits

Generous PTO

Global volunteering opportunities

Job summary

Ping Identity seeks a seasoned enterprise technical support leader to own escalations across cross-functional teams, ensuring timely resolutions and strong executive communication. You will track metrics, drive post-incident reviews, and help reduce recurrence through data-informed decisions.

We offer a flexible, remote-friendly culture with competitive benefits, generous PTO, and opportunities for global volunteering and community initiatives.

Qualifications

• 5+ years in enterprise technical support.
• 2+ years managing escalations, ideally in cybersecurity.
• Ability to communicate with executive-level stakeholders.

Responsibilities

• Serve as the primary point of contact for escalated customer issues, coordinating cross-functional teams to drive timely resolution.
• Manage communications during high-priority incidents, keeping customers and executives informed with clear status updates.
• Track escalation metrics, analyze trends, and lead post-mortems to prevent future incidents.

Skills

Enterprise tech support

Escalation management

Executive communication

Data-driven decision making

Job description

• Serve as the primary point of contact for escalated customer issues, coordinating cross-functional teams to drive timely resolution.
• Manage communications during high-priority incidents, keeping customers and executives informed with clear status updates.
• Track escalation metrics, analyze trends, and lead post-mortems to prevent future incidents.

Skills and Competencies:

• Bring over 5 years of enterprise technical support experience, including 2+ years managing escalations, ideally in cybersecurity.
• Communicate effectively with executive-level stakeholders and build trust with customers during challenging situations.
• Use data-driven decision making and process-oriented thinking to resolve conflicts and mitigate risks.

Life at Ping:

• Join a flexible, collaborative remote culture that empowers you to do your best work.
• Enjoy competitive benefits, generous PTO, and opportunities for global volunteering and community initiatives.

Ping Identity

Ping Identity provides an intelligent cloud identity platform that lets people securely and seamlessly shop, work, bank, and interact. Serving more than half of the Fortune 100, they maintain a global team that champions individuality, digital freedom, and a culture of respect and inclusion.