Senior Technical Solutions Specialist

We are seeking a seasoned professional to join our organization as a Senior Customer Support Engineer.

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

The successful candidate will have a deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.

• 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.
  Qualifications

Requirements include:

• A minimum 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 e.g JIRA Asana MS Project 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 include:

• A competitive salary package.
• A comprehensive benefits program.
• Opportunities for professional growth and development.