Remote Escalation Lead for Enterprise Support

Ping Identity; United States; À distance; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Flexible remote culture

Competitive benefits

Generous PTO

Global volunteering opportunities

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Enterprise tech support

Escalation management

Executive communication

Data-driven decision making

Description du poste

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.