Principal Technical Solutions Consultant
2 days ago
We are seeking a seasoned professional to join our team as a Senior Customer Support Engineer.
- As the senior escalation point for advanced technical support queries, you will ensure resolution of high-priority issues with urgency and precision.
This role is ideal for a seasoned expert who has grown through hands-on technical roles and evolved into project leadership, and now seeks a strategic, high-impact position with both technical depth and customer-facing influence.
Key responsibilities include:
- Serving as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
- Leading root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
- Establishing and upholding support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
- Monitoring SLA adherence for response and resolution times and proactively implementing measures to exceed customer satisfaction (CSAT) expectations.
- Guiding and mentoring junior support engineers, fostering technical growth and enhancing team performance.
- Monitoring SLA adherence for response and resolution times and proactively implementing measures to exceed customer satisfaction (CSAT) expectations.
- Establishing and upholding support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
- Leading root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
Additionally, you will:
- Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.
- Defining and maintaining project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
- Providing senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
- Anticipating project risks and developing robust mitigation strategies; overseeing scope, timeline, and budget adherence across multiple concurrent initiatives.
- Driving cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.
- Anticipating project risks and developing robust mitigation strategies; overseeing scope, timeline, and budget adherence across multiple concurrent initiatives.
- Providing senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
- Defining and maintaining project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
You will also cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.
Critical skills and qualifications for this role include:
- Deep technical expertise in software development and system administration.
- Experience leading project teams and driving project governance.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Ability to analyze complex technical issues and develop effective solutions.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Experience leading project teams and driving project governance.
Benefits of this role include:
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- Competitive compensation and benefits package.
- Recognition and rewards for outstanding performance.
- Competitive compensation and benefits package.
- Opportunities for professional growth and development.
Apply today to take your career to the next level
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