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Manager, Technical Support

ForgeRock

ForgeRock

IT, Customer Service
Singapore
Posted on Thursday, May 30, 2024

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 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. The day-to-day operations include facilitating the resolution of cases and spearheading engagement with development engineering, operations and other cross-functional teams.

You Will:

  • Manage the daily influx of support cases, ensuring issues are appropriately prioritized and resolved on time exceeding customer expectations.
  • Maximize customer satisfaction with a focus on delivering a high-quality outstanding customer experience.
  • Ensure SLA adherence on support cases not limited to premium support offerings.
  • Manage customer escalations by engaging directly with our customers and coordinating resources within the organization to resolve issues on priority.
  • Ensure timely, professional and effective communication and coordination with the customer and Ping internal teams from both the technical and management perspectives.
  • Analyze, measure and derive patterns from case volume reports understanding the trends associated with product areas for product enhancements or improving knowledge resources.
  • Proactively monitor department KPIs to ensure exceptional team performance.
  • Mentor and coach team members on case management, processes and technical/soft skills. Identify knowledge gaps, training needs and opportunities;
  • Develop growth plans for your direct reports for career progression.
  • Utilize a data-driven approach to assessing team performance.
  • Work closely with global leadership to ensure a uniform customer experience.
  • Actively participate in process improvements and developing global initiatives like Intelligent Swarming and knowledge-centered Support programs.
  • Hiring, developing and retaining talent.

You Have:

  • Bachelor's degree in information technology, engineering, management or a related field.
  • 10 years of experience providing product/application support at an Enterprise level and at least 4 years experience in leadership roles.
  • Strong commitment to delivering world-class customer service.
  • Ability to work on urgent/critical and high-pressure situations in a fast-paced environment.
  • Excellent at problem-solving, managing conflicting priorities and decision-making skills.
  • Experience leading high-performing teams and encouraging and promoting technical collaborations.
  • Experience working cross-functionally across multiple teams to resolve issues.
  • Proven ability to coach and successfully lead teams of 10+ engineers.
  • Experience using data to evaluate and improve processes.
  • Experience in Linux-based or Windows server OS management.
  • Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
  • Outstanding interpersonal skills and excellent communication - both verbal and written.

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.