Escalation Manager

Ping Identity

. Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution .

Posted 10/13/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $130,000 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer support escalations and resolving high-impact incidents, with a strong focus on communication and relationship-building with stakeholders. Proficient in analyzing trends and implementing improvements in support processes while maintaining a customer-centric approach.

Highest-signal resume keywords

5+ Years Experience In Enterprise Technical SupportEscalation ManagementExceptional Communication SkillsData-Driven Decision MakingFamiliarity With Salesforce Service Cloud

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ResolutionEscalation TriageRisk IdentificationProcess ImprovementCustomer Satisfaction Metrics

Soft Skills

Conflict ResolutionTrust BuildingAdaptabilityInfluencing SkillsCustomer-Centric Mentality

Tools & Technologies

Salesforce Service CloudJiraSlack

Industry Keywords

CybersecuritySaaSTechnical SupportCross-Functional CollaborationPost-Mortem Reviews

Tech Stack

Tools & technologies

CloudCyber Security

About the role

Key responsibilities & impact

Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
Facilitate high-priority incidents and act as the primary customer contact
Manage communications to customers and internal executive teams during product incidents
Lead cross-functional initiatives to resolve complex issues within high-risk accounts
Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
Develop and execute action plans for resolving escalated issues with cross-functional teams
Build relationships with key customer stakeholders to restore confidence and trust
Communicate status updates and resolution plans to customers and internal teams
Document and share customer feedback from escalations
Develop deep understanding of Ping’s products and services to address technical issues
Analyze escalation trends and recommend improvements to products, processes and support methodologies
Conduct post-mortem reviews for major incidents and implement preventive measures
Track and report escalation response times, resolution metrics and customer satisfaction scores
Participate in on-call coverage

Requirements

What you’ll need

5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity
Proven track record of resolving high-impact customer issues and managing critical incidents
Exceptional communication skills with experience in communicating regularly with executive level management
Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
Ability to quickly establish trust and to influence others, both internally and externally
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
Strong data-driven decision making skills, and process oriented mindset
Ability to identify risks and dependencies and put in place plans to mitigate them
Adaptability, flexibility and a customer-centric mentality
Familiarity with Salesforce Service Cloud, Jira and Slack
On-call is a requirement for this position

Benefits

Comp & perks

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
Generous PTO & Holiday Schedule
Parental Leave
Progressive Healthcare Options
Retirement Programs
Opportunity for Education Reimbursement
Commuter Offset (Specific locations)
Flexible, collaborative work environment