Manager, Technical Support

About Ping Identity: 

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. 

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. 

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. 

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 

** This role has a shift pattern of either Thursday - Monday or Friday - Tuesday**

Role Purpose Statement: 

Working as part of the global management team, you'll have responsibility over the day-to-day operations of EMEA Support for Ping Identity across all products. You will build, mentor and manage the EMEA Support team to deliver a high-quality service to Ping Identity’s customers.

Main Responsibilities:

• Managing team members - helping Support Engineers achieve their best; developing their technical and soft skills; enabling their growth by supporting them with training/development plans; maintaining team welfare, motivation and minimizing attrition
• Assisting with hiring of Support Engineers/Customer Centric Engineers
• Accountability for the quality and continuity of services delivered by the team to Ping Identity customers; meeting SLAs, high customer satisfaction and other support targets
• Actively participating in escalation management, creation of resolution action plans and briefing of customer and internal Ping Identity stakeholders; good listening and questioning techniques to be able to identify key customer information
• Fostering an efficient and collaborative environment across the team and with other parts of the business; demonstrating excellent cross-collaboration with Engineering, Product Management, SREs, Customer Success, Enterprise Security and Sales
• Reviewing processes and working practices, providing feedback on their effectiveness to senior leadership and improving them where appropriate
• Communicating and prioritizing with the Engineering teams, when required, to facilitate fast resolutions for customer issues
• Participating in the weekday, weekend and public holiday on-call Duty Manager rotation as and when required
• Monitoring and validating the team's incoming support tickets, ensuring timely updates on progress, status, escalation, and assisting the team where required; maintaining excellent levels of written and verbal communications
• Actively manage and balance personal and team workload, and by delegating appropriately to ensure focus is applied to appropriate areas
• Ensuring operational/security process and best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches, providing feedback on their effectiveness and improving them where appropriate
• Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
• Reporting on team quality, workload, and performance
• Organizing shift rotations and absences, ensuring continual availability of a technically capable Support team

Required Skills & Qualifications

• Experience in team leadership, supporting and motivating colleagues with their work.
• Background in project management, service delivery, or similar relevant areas.
• Excellent communication - both verbal and written - support is conducted via email, phone, and video; instant messaging is also regularly used internally.
• Detail-oriented, with the ability to calmly manage multiple priorities and tasks simultaneously.
• Ability to manage a high-performing team in a high-pressure environment.
• Motivated, with a passion for the success of their work and colleagues.
• Works well in a team, collaborating and innovating to achieve business goals.
• Broad understanding of business models and functions within an organization – ability to connect process flows, looking for gaps and opportunities.

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. 

Here are just a few of the things that make Ping special:

• 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

Our Benefits: 

• Generous PTO & Holiday Schedule 
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement 
• Commuter Offset (Specific locations) 

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.