Technical Professional

As a seasoned technical professional, you will drive successful client implementations and leverage your expertise to resolve complex technical issues.

This is an exciting opportunity for experienced individuals with 10-15 years of experience in technical support, systems engineering, or customer-facing IT services. As a key member of our team, you will serve as the primary technical interface between clients and stakeholders, ensuring operational excellence and resolving escalated issues promptly.

The ideal candidate will have:

• At least 10-15 years of professional experience in technical support, systems engineering, or customer-facing IT services
• A minimum of 5+ years in managing customer-facing technical projects or enterprise implementations
• A deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure
• Expertise in 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

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 clients
• Monitor SLA adherence for response and resolution times and proactively implement measures to exceed client satisfaction expectations
• Guide and mentor junior support engineers, 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 support 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 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 client delivery and support

Preferred qualifications include:

• 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 and traits required include:

• 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 client value