Escalations Manager - West Coast / Shifted Work Week (Thurs.-Mon.)

Ping Identity(1 month ago)

RemoteFull TimeSenior$130,000 - $145,000Global Support

About this role

The Escalations Manager (West Coast) joins Ping Identity’s Global Support Organization to manage and resolve complex technical issues escalated from customers and internal stakeholders. This role serves as the primary bridge between customers, internal teams, and executive management to drive timely resolution, restore customer trust, and lead continuous improvement efforts. The position operates on a shifted work week with participation in an on-call rotation and focuses on ensuring high-impact incident management and post-incident learning.

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Required Skills

Escalation Management
Incident Management
Communication
Cross-Functional Leadership
Triage
Action Planning
Stakeholder Management
Product Knowledge
Root Cause
Postmortem

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About Ping Identity

pingidentity.com

Ping Identity is an identity security company that provides enterprise-grade identity and access management to protect users and every digital interaction. Its platform offers single sign-on, multi‑factor and adaptive authentication, access management, federation and API security, and customer/workforce identity solutions (e.g., PingOne, PingFederate, PingID). Ping emphasizes frictionless user experiences, risk‑based access controls, and interoperability across cloud, on‑premises, and hybrid environments to support modernization and digital transformation. Organizations choose Ping for its standards-based, scalable identity platform and broad integrations.