A Tuesday in the life of a Regional Technical Support Manager Our team supports around 1500 customers across various industry verticals including banking,
Harini Sudarshan
healthcare, retail, auto and insurance. We assist
APAC Technical Support Manager for Ping Identity
sign-on, directory, cloud-based authentication and
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authorisation solutions as well as multi-factor hat exactly does a regional
authentication products.
technical support manager’s
Our support team plays a major role in addressing
role entail? For me, it’s always been about customer advocacy, ensuring the ongoing success
of the business the team serves, whilst striving to provide it with a delightful support experience. Without an expert product support team, it’s impossible for a software vendor to deliver effective solutions to customers, no matter how cutting edge their products may be. The software vendor I work for, Ping Identity, has support centres strategically located in Denver, Melbourne and London; a configuration that allows us to deliver follow-the-sun (24x7) support. What I love most about my job is leading a team of talented engineers and assisting our customers with their identity and access management (IAM) challenges. As a technical support manager, I have to be always abreast of all new product releases and the
integration with third party products such as Google, Facebook and AWS using our out-of-the-box integration kits. The majority of our customers are large enterprises, and maintaining 100 per cent uptime and minimising security breaches of their applications is crucial to their business. Also, enabling them to roll out applications rapidly and securely in turn improves their agility and productivity. It’s challenging to describe a typical day in support because there just isn’t one! Every day is unique and interesting. Every support case we receive is different and presents an opportunity for learning and skills development. My day starts at 5.30am, when I get ready to attend a (virtual) meeting where I connect with the other regional managers.
enhancements they contain. My role encompasses
During the day, I manage all aspects of day-to-
staying on top of global support operations, being
day operations for my team of 10 engineers. That
across low to high severity issues reported by
includes identifying trends, and analysing and
customers, and collaborating and communicating
reporting on our approaches to support cases. This
with cross-functional teams including product,
data influences the continuous development of our
engineering and account management to ensure
processes, ensures we provide the highest standards
alignment.
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our customers with the implementation of single
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