Escalations Manager – Cybersecurity Incident Lead

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

Benefits offered by this job

Generous PTO & Holiday Schedule

Parental Leave

Healthcare options

Retirement Programs

Education Reimbursement

Commuter Offset (specific locations)

Job summary

Ping Identity seeks an experienced Escalations Manager to join our Global Support Organization in a role focused on leading and resolving complex technical escalations for high-risk customers.

You will coordinate cross-functional teams, communicate with executive stakeholders, and drive incident resolution while maintaining customer trust. On-call duties and a strong emphasis on security operations are required.

Qualifications

• 5+ years in an enterprise technical support org with at least 2 years managing escalations.
• Proven track record resolving high-impact customer issues.
• Exceptional communication with executive-level management.
• Understanding SaaS org: Product, Engineering, Support, Customer Success, Sales, Services.

Responsibilities

• Act as primary contact for customer support escalations and ensure timely resolution.
• Facilitate high-priority incidents and liaison with customers.
• Manage communications to customers and executive teams during incidents.
• Lead cross-functional initiatives to resolve complex issues in high-risk accounts.
• Triage, prioritize and assign escalations to appropriate teams; track metrics.
• Develop action plans and coordinate with cross-functional teams.
• Build relationships with customer stakeholders and restore trust during escalations.
• Document customer feedback and share with stakeholders.
• Carry out post-mortems and implement preventive measures.
• On-call is required for this position.

Skills

Escalation management

Executive communication

Cybersecurity

Cross-functional collaboration

Data-driven decisions

Tools

Salesforce Service Cloud

Jira

Slack

Job description

Ping Identity seeks an experienced Escalations Manager to join our Global Support Organization in a role focused on leading and resolving complex technical escalations for high-risk customers.

You will coordinate cross-functional teams, communicate with executive stakeholders, and drive incident resolution while maintaining customer trust. On-call duties and a strong emphasis on security operations are required.