Manager, Technical Support

** This role has a shift pattern of either Thursday - Monday or Friday - Tuesday**

Role Purpose Statement:

Working as part of the global management team, you'll have responsibility over the day-to-day operations of EMEA Support for Ping Identity across all products. You will build, mentor and manage the EMEA Support team to deliver a high-quality service to Ping Identity’s customers.

Main Responsibilities:

• Managing team members - helping Support Engineers achieve their best; developing their technical and soft skills; enabling their growth by supporting them with training/development plans; maintaining team welfare, motivation and minimizing attrition
• Assisting with hiring of Support Engineers/Customer Centric Engineers
• Accountability for the quality and continuity of services delivered by the team to Ping Identity customers; meeting SLAs, high customer satisfaction and other support targets
• Actively participating in escalation management, creation of resolution action plans and briefing of customer and internal Ping Identity stakeholders; good listening and questioning techniques to be able to identify key customer information
• Fostering an efficient and collaborative environment across the team and with other parts of the business; demonstrating excellent cross-collaboration with Engineering, Product Management, SREs, Customer Success, Enterprise Security and Sales
• Reviewing processes and working practices, providing feedback on their effectiveness to senior leadership and improving them where appropriate
• Communicating and prioritizing with the Engineering teams, when required, to facilitate fast resolutions for customer issues
• Participating in the weekday, weekend and public holiday on-call Duty Manager rotation as and when required
• Monitoring and validating the team's incoming support tickets, ensuring timely updates on progress, status, escalation, and assisting the team where required; maintaining excellent levels of written and verbal communications
• Actively manage and balance personal and team workload, and by delegating appropriately to ensure focus is applied to appropriate areas
• Ensuring operational/security process and best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches, providing feedback on their effectiveness and improving them where appropriate
• Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
• Reporting on team quality, workload, and performance
• Organizing shift rotations and absences, ensuring continual availability of a technically capable Support team

Required Skills Qualifications

• Experience in team leadership, supporting and motivating colleagues with their work.
• Background in project management, service delivery, or similar relevant areas.
• Excellent communication - both verbal and written - support is conducted via email, phone, and video; instant messaging is also regularly used internally.
• Detail-oriented, with the ability to calmly manage multiple priorities and tasks simultaneously.
• Ability to manage a high-performing team in a high-pressure environment.
• Motivated, with a passion for the success of their work and colleagues.
• Works well in a team, collaborating and innovating to achieve business goals.
• Broad understanding of business models and functions within an organization – ability to connect process flows, looking for gaps and opportunities.