Escalation Manager (Swing Shift)

Key Responsibilities:

• Serve as the primary point of contact for escalated customer issues, coordinating cross-functional teams to drive timely resolution.
• Manage communications during high-priority incidents, keeping customers and executives informed with clear status updates.
• Track escalation metrics, analyze trends, and lead post-mortems to prevent future incidents.

Skills and Competencies:

• Bring over 5 years of enterprise technical support experience, including 2+ years managing escalations, ideally in cybersecurity.
• Communicate effectively with executive-level stakeholders and build trust with customers during challenging situations.
• Use data-driven decision making and process-oriented thinking to resolve conflicts and mitigate risks.

Life at Ping:

• Join a flexible, collaborative remote culture that empowers you to do your best work.
• Enjoy competitive benefits, generous PTO, and opportunities for global volunteering and community initiatives.