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Technical Project Leader

3 weeks ago

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Senior Customer Support Lead

We are seeking an experienced, solutions-driven professional to join our team as a Senior Customer Support Engineer. In this hybrid role, you will combine deep technical expertise with project leadership capabilities to support mission-critical client environments and drive successful implementation of our solutions.

  • Key Responsibilities
    • Customer 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.
    • 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.
    • 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.