Manager, Technical Support

About This Role

As a Support Manager, you will lead a team of technical support engineers, overseeing day-to-day operations and ensuring world-class support for Ping Identity's customers. This role involves coaching, mentoring, and developing the team, while also managing customer escalations and improving support processes.

Responsibilities

• Develop and motivate a team of technical experts
• Lead day-to-day operations of the technical support team
• Facilitate the resolution of cases
• Spearhead engagement with Engineering, Customer Success and Professional Services teams
• Coach and mentor a team of experienced support engineers
• Develop growth plans for direct reports to drive continuous improvement and development
• Utilize a data-driven approach to assess team performance
• Develop and/or enhance best practices, processes, and procedures to increase efficiency
• Manage customer escalations by engaging directly with our customers and coordinating resources
• Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner

Requirements

• 5 years related experience providing technical support or application support at an Enterprise level
• Experience with triaging and analyzing complex customer issues
• Experience working cross-functionally across multiple teams to resolve issues
• Understanding of DevOps best practices
• Experience with IAM
• An understanding of the fundamentals of Intelligent Swarming and Knowledge Centered Support
• Experience coaching and/or leading teams of 5+ engineers
• Experience with report building and data analysis
• Experience using data to evaluate and improve processes
• Passion for customer service
• Excellent team player

Qualifications

• 5 years related experience providing technical support or application support at an Enterprise level

Skills

* Required skills

Benefits