Senior Customer Support Engineer

Job Title: Technical Solutions Architect

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• We are seeking a seasoned professional to join our team as a Technical Solutions Architect. 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.

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• This role is ideal for a professional who has grown through hands-on technical roles and evolved into project leadership, and who now seeks a strategic, high-impact position with both technical depth and customer-facing influence.

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Key Responsibilities:

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2. Customer Support Engineering">

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• 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.">

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• 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.">

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• 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.">

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• 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:

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2. 10–15 years of professional experience in technical support, systems engineering, or customer-facing IT services.">
3. Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.">
4. Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.">
5. Expertise with project management tools (e.g., JIRA, Asana, MS Project) and reporting platforms.">
6. Excellent communication and stakeholder management skills, with the ability to influence at senior levels.">
7. Demonstrated ability to mentor and lead technical teams, and to drive alignment across business and technical functions.">

Preferred Qualifications:

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2. PMP, PRINCE2, or equivalent Project Management certification.">
3. Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow).">
4. Previous experience in SaaS, enterprise software, or IT infrastructure environments.">
5. Prior success working with enterprise B2B clients in regulated or high-compliance sectors (e.g., healthcare, finance, telecom).">

Skills & Traits:

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2. Strategic problem solver: approaches challenges with critical thinking, balancing short-term fixes with long-term solutions.">
3. Operational leader: brings structure, efficiency, and clarity to complex projects and support processes.">
4. Customer advocate: consistently represents client needs and ensures exceptional service delivery at every touchpoint.">
5. Collaborative influencer: navigates cross-functional dynamics effectively to unite teams around common goals.">
6. Results-driven professional: takes full ownership of outcomes and continually seeks ways to improve performance and customer value.">