Escalations Lead - Cybersecurity & Incident Response

OpenKrill; United States; Remote; USD 130,000 - 145,000; Full time

Benefits offered by this job

Generous PTO & Holidays

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset

Job summary

Ping Identity is seeking an experienced Escalations Manager to join our Global Support Organization in the United States. You will act as the bridge between customers, internal teams, and executive management, guiding resolution for high‑impact incidents and driving improvements across products and support processes.

In this role you will own escalation lifecycles, coordinate cross‑functional responses, communicate status to stakeholders, and mentor teams on best practices for incident handling.

Qualifications

• 5+ years in an enterprise technical support organization with at least 2 years of escalations management.
• Proven track record of resolving high-impact customer issues and managing critical incidents.
• Exceptional communication skills with executive level stakeholders.
• Understanding of SaaS orgs including Product, Engineering, Support, Customer Success, Sales and Professional Services.

Responsibilities

• Be the primary contact for customer support escalations, ensuring timely resolution.
• Coordinate high-priority incidents and act as the voice to the customer.
• Manage communications to customers and executive teams during product incidents.
• Lead cross-functional initiatives to resolve complex issues in high-risk accounts.
• Triaging, prioritizing and assigning escalations to appropriate teams.
• Develop action plans for resolving escalated issues with cross-functional teams.
• Build relationships with key customer stakeholders to restore confidence.
• Communicate status updates and capture feedback for continuous improvement.
• Gain deep product understanding to address technical issues.
• Analyze escalation trends to identify systemic issues and improvements.
• Conduct post-mortems and document lessons learned.
• Track metrics like response times, resolution and CSAT.
• On-call is a requirement for this position.

Skills

Executive communication

Escalation management

Cross-functional coordination

Data-driven decision making

Cybersecurity knowledge

Stakeholder management

Conflict resolution

Customer advocacy

Tools

Salesforce Service Cloud

Jira

Slack

Job description

Ping Identity is seeking an experienced Escalations Manager to join our Global Support Organization in the United States. You will act as the bridge between customers, internal teams, and executive management, guiding resolution for high‑impact incidents and driving improvements across products and support processes.

In this role you will own escalation lifecycles, coordinate cross‑functional responses, communicate status to stakeholders, and mentor teams on best practices for incident handling.