Technical Solutions Expert

18 hours ago

Cochin, Kerala, India beBeeTechnical Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Title: Technical Solutions Expert

We are seeking an experienced professional to join our team as a Technical Solutions Expert. This hybrid role combines technical expertise with project leadership capabilities to support mission-critical client environments and drive successful implementation of solutions.

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
1. Cross-Functional Support Engineering
  • 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.

2. 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.

3. 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.

4. 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 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.

Benefits
The ideal candidate will bring a passion for delivering exceptional service and driving operational excellence. We offer a competitive compensation package, including benefits and opportunities for career growth and professional development.

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