Ping IdentityHiring

Escalation Manager (Swing Shift)

  • Remote, United States
  • Lead
  • Posted 2 weeks ago
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In one line

Escalation manager in a global support team, owning high-priority customer incidents and the talks around them; swing shift, on-call required.

About the role

Complex technical cases that customers or internal teams push upward land with this role, which keeps the customer and executives informed until the issue is closed.

At a glance

Pay
Not stated in the posting
Remote scope
Remote, United States
Seniority
Lead
Working hours
12:00 PM to 9:00 PM PST, Monday to Friday
Skills
SaaS, Technical support, Post-mortem reviews
Posted
13 Oct 2026
Last checked
28 Oct 2026

What you will do

  • Own customer support escalations from first contact to a resolution both sides accept
  • Run high-priority incidents and be the customer's main contact while they happen
  • Lead cross-team work on tough issues in high-risk accounts and keep action plans moving
  • Assign escalations to the right teams, track response and resolution, and write post-mortems

What they look for

  • Five or more years in enterprise technical support, with two or more managing escalations
  • A record of resolving high-impact customer problems and running critical incidents
  • Strong communication, including regular contact with executive management
  • Familiarity with how a SaaS organisation works

A typical week

  • Work Monday to Friday, 12:00 PM to 9:00 PM PST
  • Take on-call duty as part of the rotation
  • Triage incoming escalations and brief customers and executives during incidents

How Keywordise applies for you

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ClaudeConnectorChatGPTConnectorMuseby Meta

Claude

  1. In Claude, open Settings, then Connectors, and choose Add custom connector.
  2. Name it Keywordise and paste the connector URL.
  3. Click Connect, log in to Keywordise and approve. Then send the prompt in a new chat.
Connector URL
https://keywordise.com/mcp

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ChatGPT

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Connector URL
https://keywordise.com/mcp

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Muse

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Message for Muse
Add a custom connector called Keywordise. It is a remote MCP server at https://keywordise.com/mcp and uses OAuth. Give me the sign-in link.

Muse is available in the US only for now.

Prompt
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How to connect

Questions about this job

Is this job fully remote, and from where?

Yes, it is listed as remote, aimed at candidates in the United States. On hours, the posting says: 12:00 PM to 9:00 PM PST, Monday to Friday.

What does this job pay?

The posting does not state a salary, so there is no figure to quote.

What experience is needed?

It is a lead role. The posting asks for: five or more years in enterprise technical support, with two or more managing escalations; a record of resolving high-impact customer problems and running critical incidents; strong communication, including regular contact with executive management. Skills it names include SaaS, Technical support, Post-mortem reviews.

How do I apply with Keywordise AI?

Select Apply with Keywordise AI, sign up and upload your CV. Keywordise writes a CV and a cover letter for this job from your real experience and applies for you. The 7-day free trial needs no card.

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