Senior Technical Solutions Expert

3 days ago

Vizag, Andhra Pradesh, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Overview

We are seeking an experienced Senior Customer Support Engineer to join our team. This is a senior-level position that requires a seasoned expert with deep technical expertise and project leadership capabilities.

This role combines mission-critical client environment support with successful implementation of our solutions. As a strategic thinker, you will act as the escalation point for advanced technical support queries, ensuring resolution with urgency and precision.

You will lead root cause analysis efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement. Establishing and upholding support best practices will be key in this role, as well as monitoring SLA adherence and implementing measures to exceed customer satisfaction expectations.

About the Role

  • Serve as the senior escalation point for advanced technical support queries.
  • Lead root cause analysis (RCA) efforts to drive permanent fixes and continuous improvement.
  • Establish and uphold support best practices.
  • Monitor SLA adherence and implement measures to exceed customer satisfaction expectations.
  • Guide and mentor junior support engineers.

Key Responsibilities

Customer Support Engineering
  • Serve as the senior escalation point for advanced technical support queries.
  • Lead root cause analysis (RCA) efforts to drive permanent fixes and continuous improvement.
  • Establish and uphold support best practices.
  • Monitor SLA adherence and implement measures to exceed customer satisfaction expectations.
  • Guide and mentor junior support engineers.
Project Management
  • Independently manage full lifecycle technical projects.
  • Define and maintain project charters, schedules, and resource plans.
  • Provide senior-level project governance.
  • Anticipate project risks and develop mitigation strategies.
  • Drive cross-functional collaboration across engineering, QA, operations, and customer success teams.
Client Relationship & Enablement
  • Cultivate long-term relationships with senior client stakeholders.
  • Conduct executive-level briefings and solution workshops.
  • Represent the voice of the customer internally.
  • Promote long-term client value through proactive engagement.
Operational Excellence & Continuous Improvement
  • Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
  • Lead initiatives to streamline operations.
  • Contribute to internal reviews and planning cycles.
  • Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.

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