Senior Customer Support Engineer

Job Title: Technical Solutions Architect

Role Overview:

We are seeking an experienced professional to join our team as a Technical Solutions Architect. In this hybrid role, you will combine deep technical expertise with project leadership capabilities to deliver mission-critical solutions and drive successful implementation.

As an experienced expert, you will act as the primary technical interface between our organization and clients—resolving escalated issues, managing complex deployments, and ensuring operational excellence. You'll be expected to bring strategic thinking, mentor junior staff, improve processes, and contribute directly to both client satisfaction and organizational success.

This role is ideal for a professional who has grown through hands-on technical roles and evolved into project leadership, and who now seeks a strategic, high-impact position with both technical depth and customer-facing influence.

Key Responsibilities:

• Serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
• Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
• Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
• Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
• Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.

Project Management:

• Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.
• Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
• Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
• Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
• Drive cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.

Client Relationship & Enablement:

• Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.
• Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
• Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.
• Promote long-term client value through proactive engagement, anticipating future needs and recommending enhancements or upgrades.

Operational Excellence & Continuous Improvement:

• Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
• Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
• Contribute to internal reviews and planning cycles by presenting KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
• Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.

Qualifications:

• Essential:
  • 10–15 years of professional experience in technical support, systems engineering, or customer-facing IT services.
  • Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.
  • Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.
  • Expertise with project management tools (e.g., JIRA, Asana, MS Project) and reporting platforms.
  • Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
  • Demonstrated ability to mentor and lead technical teams, and to drive alignment across business and technical functions.
  • Preferred:
    • PMP, PRINCE2, or equivalent Project Management certification.
    • Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow).
    • Previous experience in SaaS, enterprise software, or IT infrastructure environments.
    • Prior success working with enterprise B2B clients in regulated or high-compliance sectors (e.g., healthcare, finance, telecom).
  • Skills & Traits:
    • Strategic problem solver: approaches challenges with critical thinking, balancing short-term fixes with long-term solutions.
    • Operational leader: brings structure, efficiency, and clarity to complex projects and support processes.
    • Customer advocate: consistently represents client needs and ensures exceptional service delivery at every touchpoint.
    • Collaborative influencer: navigates cross-functional dynamics effectively to unite teams around common goals.
    • Results-driven professional: takes full ownership of outcomes and continually seeks ways to improve performance and customer value.