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Technical Solutions Expert
3 weeks ago
Overview
We seek an experienced professional to drive successful implementation of our solutions. In this role, you will combine deep technical expertise with project leadership capabilities to support mission-critical client environments.
As a seasoned expert, you will act as the primary technical interface between 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.
Key Responsibilities- Technical Solution Delivery
- 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 technical best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
- Monitor adherence for response and resolution times and proactively implement measures to exceed client expectations.
- Guide and mentor junior technical professionals, fostering technical growth and enhancing team performance.
- 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.
- 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 client internally, bringing critical feedback into product roadmaps, architecture discussions, and technical strategy.
- Promote long-term client value through proactive engagement, anticipating future needs and recommending enhancements or upgrades.
- 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 technical methodologies.
- Contribute to internal reviews and planning cycles by presenting key performance indicators, 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 technical delivery and support.
