Escalation Manager
Ping Identity Corporation is an active enterprise identity-security company offering the Ping Identity Platform for customer, B2B, workforce, and AI-agent identity use cases.
Maintainer signals as of 9/25/2026
Funding history
Investors
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About Ping Identity Corporation
Ping Identity develops and operates identity and access management and identity-security products, including identity verification, identity management, authentication, authorization, threat protection, fraud prevention, and orchestration. Its offerings support multi-tenant SaaS, dedicated-tenant SaaS, self-managed software, and FedRAMP High deployments.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage high-priority customer support escalations and product incidents during the stated swing shift. You will coordinate cross-functional resolution, communicate with customers and executives, analyze escalation trends, conduct post-mortems, and report operational performance metrics. This role includes on-call responsibilities.
Requirements
- 5+ years of experience in an enterprise technical support organization.
- At least 2 years of escalation-management experience.
- Experience resolving high-impact customer issues and managing critical incidents.
- Experience communicating with executive-level management.
- Understanding of SaaS Product, Engineering, Support, Customer Success, Sales, and Professional Services functions.
- Data-driven decision-making and process-management skills.
- Ability to identify risks and dependencies and create mitigation plans.
- Familiarity with Salesforce Service Cloud, Jira, and Slack.
Responsibilities
- Act as the primary contact for customer support escalations.
- Facilitate high-priority incidents and communicate with customers.
- Manage incident communications with customers and internal executive teams.
- Lead cross-functional resolution of complex issues in high-risk accounts.
- Triage, prioritize, and assign escalations.
- Develop and execute escalation-resolution action plans.
- Build relationships with customer stakeholders during escalations.
- Communicate status updates and resolution plans.
- Document and share customer feedback from escalations.
- Analyze escalation trends and recommend product, process, and support improvements.
- Conduct post-mortem reviews and implement preventive measures.
- Track escalation response, resolution, and customer-satisfaction metrics.
- Participate in on-call coverage.
Benefits
- Generous PTO and holiday schedule.
- Parental leave.
- Progressive healthcare options.
- Retirement programs.
- Education reimbursement.
- Commuter offset in specific locations.
- Employee Resource Groups.
- Regular company and team bonding events.
- Global volunteering and community initiatives.