Ping Identity Looking for Manager, Technical Support at Bengaluru, Karnataka Full Time

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 Diversity, 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.

As a Manager, Technical Support, you will be responsible for developing and motivating a team of technical experts and leading day-to-day operations within India region. The day-to-day operations include facilitating the resolution of cases and spearheading engagement with development engineering, operations and professional services teams.

Be responsible for coaching and mentoring a team of experienced support engineers

Develop growth plans for your direct reports to drive continuous improvement and development.

Utilise a data-driven approach to assessing 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

Manage the daily influx of cases and service requests to ensure issues are appropriately prioritised and addressed promptly

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 of Intelligent Swarming and Knowledge Centered Support programs

You Have:
15 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

An understanding of the fundamentals of Intelligent Swarming and Knowledge Centered Support

Experience coaching and/or leading teams of 10+ engineers

Experience with report building and data analysis

Experience using data to evaluate and improve processes

Passion for customer service

Excellent team player

Experience in Linux-based or Windows server OS management

Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS

Network troubleshooting – TCP/IP, load balancers, firewalls, DNS

Experience supporting Identity Access Management solutions.

Experience with orchestration technologies, including Kubernetes

Experience using Git in a team environment (merge requests, branching, push and pulls)

Our Benefits:
Generous time off

Parental Leave

Healthcare

Generous Holiday Schedule

Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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