Escalation Manager

🔥 20 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $130k - $145k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ping Identity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $35M Series F - Ping Identity on 2014-09

Consulting • Healthcare • Logistics

Ping Identity is a leading provider of identity and access management (IAM) solutions, delivering secure, scalable, and flexible identity services for enterprises and large organizations. The company offers cloud and on-premises platforms (including PingOne and Helix AI-powered capabilities) to manage authentication, access, orchestration, fraud prevention, and decentralized identity across customers, employees, and third parties. Ping Identity focuses on reducing fraud, improving user experiences, and supporting complex deployment needs for sectors like government, financial services, healthcare, retail, and media.

📋 Description

• Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution • Facilitate high-priority incidents and act as the primary customer contact • Manage communications to customers and internal executive teams during product incidents • Lead cross-functional initiatives to resolve complex issues within high-risk accounts • Triage, prioritize and assign escalations to appropriate teams while maintaining accountability • Develop and execute action plans for resolving escalated issues with cross-functional teams • Build relationships with key customer stakeholders to restore confidence and trust • Communicate status updates and resolution plans to customers and internal teams • Document and share customer feedback from escalations • Develop deep understanding of Ping’s products and services to address technical issues • Analyze escalation trends and recommend improvements to products, processes and support methodologies • Conduct post-mortem reviews for major incidents and implement preventive measures • Track and report escalation response times, resolution metrics and customer satisfaction scores • Participate in on-call coverage

🎯 Requirements

• 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity • Proven track record of resolving high-impact customer issues and managing critical incidents • Exceptional communication skills with experience in communicating regularly with executive level management • Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services • Ability to quickly establish trust and to influence others, both internally and externally • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist • Strong data-driven decision making skills, and process oriented mindset • Ability to identify risks and dependencies and put in place plans to mitigate them • Adaptability, flexibility and a customer-centric mentality • Familiarity with Salesforce Service Cloud, Jira and Slack • On-call is a requirement for this position

🏖️ Benefits

• A company culture that empowers you to do your best work • Employee Resource Groups that create a sense of belonging for everyone • Regular company and team bonding events • Competitive benefits and perks • Global volunteering and community initiatives • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations) • Flexible, collaborative work environment