SUMMARY

As a Senior Support Services Engineer, you will play a crucial role in ensuring our customers receive prompt and effective technical support. You will be responsible for addressing customer inquiries, troubleshooting technical issues, and providing solutions to ensure smooth operation of our products/services. Your expertise will be essential in maintaining high levels of customer satisfaction and retention.

• Directly engage with customers via email, zoom meetings to address and resolve their most technically challenging issues.
• Assess customer needs, including the need for Product or Engineering team collaboration and engagement
• Validate and engage on JIRA tickets originated from customer needs, ensuring accurate information, proper prioritization and handling along with effective account team and customer communications
• Execute database and CLI scripting operations as part of troubleshooting and issue resolution process.
• Serve as the point of contact for escalated technical issues, leading the resolution process as a SWAT leader, as appropriate from lower tiered Technical Support teammates
• Proactively monitor error logs and performance metrics for large customers, providing proactive support to prevent potential issues.
• Collaborate with internal teams to explore opportunities for evolving our internal tech stack, including APIs, integrations, and automation.
• Document and track customer issues and resolutions in our support ticketing system, ensuring thorough and accurate records.
• Contribute to the development and maintenance of support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Lead technical enablement sessions with the internal Support teams to help ensure other team members are abreast of technical issues, changes that impact their day-to-day
• Work closely with the internal technical teams to identify and resolve technical issues