Senior Technical Solutions Specialist

• Customer Support Engineering
  • Resolve complex technical support queries, ensuring timely resolution of high-priority issues.
  • Lead root cause analysis efforts, collaborating with engineering and product teams to drive permanent fixes.
  • Establish support best practices, authoring detailed knowledge base articles and diagnostic procedures for internal teams and customers.
  • Monitor SLA adherence for response and resolution times, implementing measures to exceed customer satisfaction expectations.
  • Guide and mentor junior support engineers, fostering technical growth and team performance.
• Project Management
  • Independently manage full lifecycle technical projects, including client onboarding, integration, platform upgrades, and solution rollouts.
  • Define 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 mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
  • Drive cross-functional collaboration 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 Qualifications:

• 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 Qualifications:

• 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.