Technical Support Manager, Ping Identity
Shifted Work Week
$115-143k
Identity and access management solutions
Be an early applicant
Identity and access management solutions
1001+ employees
Be an early applicant
$115-143k
1001+ employees
Company mission
To make digital experiences both secure and seamless for all users, without compromise.
Role
Who you are
- 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 and 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
What the job involves
- As a Support Manager, you will be responsible for developing and motivating a team of technical experts while leading day-to-day operations of the technical support team
- Duties include facilitating the resolution of cases and spearheading engagement with Engineering, Customer Success and Professional Services teams
- You will be a technical leader, responsible for leading a growing team of experienced technical support engineers to deliver a world class support experience
- This role will report directly to the Director of Technical Support within North America
- Be responsible for the coaching and mentoring a team of experienced support engineers
- Develop growth plans for your 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
- Use data from cases, escalations, and the field to understand trends
- Manage customer escalations by engaging directly with our customers and coordinating resources within Ping to resolve issues
- Review and respond to CSAT responses submitted by our customers
- Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner
- Assess engineer casework for quality and consistency
- Work closely with global teams to ensure a uniform customer experience
- Work with operations and support leadership on the development and continuous improvement of Intelligent Swarming and Knowledge Centered Support programs
Our take
Ping Identity is a platform, delivered through both cloud services and on-premises software, providing a comprehensive Identity and Access Management service. In today’s highly connected digital world, digital identity management services — the process of identifying and authenticating users on networks to access services — has become a key aspect of interacting on the internet.
According to the latest forecasts, the digital identity market is worth approximately $60 billion in 2025, with annual growth rates ranging from 16 to 21%, depending on the source. Consequently, competition is heavy for PingIdentity, with some other strong players in the various branches of identity management, including Okta, LastPass, and Duo Security. The merger between PingIdentity and ForgeRock in 2023 went some way to consolidating a firm rooting in the industry for both companies.
Now combined with Forgerock, PingIdentity has successfully attracted considerable funding and serves hundreds of brands, including Morningstar, Vodafone, and GEICO, as well as the governments of Norway, Canada, and Belgium. Alongside this, both companies were acquired by the leading software investment firm, Thoma Bravo, in 2022 before the merger. This acquisition offered a unique opportunity for PingIdentity to further grow and marked the beginning of an exciting new chapter for the combined company and its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2020
$93.5m
SERIES E
Sep 2017
$88m
SERIES D
Total funding: $233.5m
Company benefits
- AD&D: Benefit to financially help loved ones in case of accidental death or disability
- 100% Company paid Health Care options
- Vacation Allowance
- Health and Wellbeing resources
- Parental Leave and Family Bonding
- Expert Eye Care and the lastest eye wear
- Range of dental coverage
- Retirement programs with several investment options and financial planning services
- Employee Assistance Program
- Free lunches, snacks, and drinks
- Commuter Offset
Leadership
Andre Durand
(Founder & CEO)Is on the board for Jamf, Executive Chairman of Identiverse. Previously the Co-Founder of Digital ID World, LLC and Founder and General Manager of Jabber, Inc.
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