Ping IdentityHiring

Support Account Manager

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

Client-facing support role for large enterprise accounts, handling escalations and case reviews while also improving the internal support process.

About the role

Premier customers need a steady hand when support cases pile up and escalations start. This role keeps those accounts healthy and pushes the engineering team toward faster, more consistent fixes.

At a glance

Pay
Not stated in the posting
Remote scope
Remote, United States
Seniority
Lead
Skills
Incident Management, Problem Management, Change Management, Queue management, Service level agreements
Posted
15 Oct 2026
Last checked
29 Oct 2026

What you will do

  • Track the health of premier accounts and keep case reviews moving on schedule
  • Run escalation calls and post-incident follow-ups, then share what happened
  • Organize handovers between regions and help engineers see each customer's priorities

What they look for

  • Five or more years with enterprise software in a customer-facing role
  • Experience with incident, problem and change management
  • Able to explain complex technical issues to a wide audience
  • Strong written and verbal communication and a habit of following through
  • Comfortable managing internal and external stakeholders during critical situations

Nice to have

  • Experience with queue management in a support organization
  • Familiarity with support service level agreements

A typical week

  • A large share of the week is spent with customers on calls and meetings
  • The rest goes to refining internal processes and aligning engineers to them
  • Weekend on-call rotation as manager

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Claude

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Connector URL
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Connector URL
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Muse

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Message for Muse
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Muse is available in the US only for now.

Prompt
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Questions about this job

Can I do this job remotely, and from which countries?

The posting lists it as remote for people in the United States.

What does this job pay?

No pay range is stated in the posting.

What experience is needed?

It is a lead role. The posting asks for: five or more years with enterprise software in a customer-facing role; experience with incident, problem and change management; able to explain complex technical issues to a wide audience. Skills it names include Incident Management, Problem Management, Change Management, Queue management.

How do I apply with Keywordise AI?

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