Senior Solutions Engineer

As a Senior Solutions Engineer - Support, you will play a key role in providing technical expertise and driving customer success for our enterprise clients using Zeotap's SaaS platform. In this senior role, you'll not only resolve complex issues and ensure seamless integrations but will also take on additional responsibilities like managing escalations, leading client-facing calls, mentoring the support team, and driving process improvements. You will collaborate across teams — Engineering, Product, Sales, and Customer Success — ensuring customers have an exceptional experience and derive maximum value from Zeotap's solutions.This role is ideal for someone with a strong technical background, an ownership mindset, and a passion for delivering excellent customer service, with a proven ability to mentor and drive team efficiency in a high-growth, fast-paced environment.

• Client-Facing Expertise:Act as the primary technical advisor and product expert for enterprise customers, ensuring they receive high-quality support and expert guidance.
• Lead and manage client-facing calls, providing timely and effective resolutions to complex technical issues.
• Build and maintain strong relationships with customers to understand their business needs and deliver tailored support, ensuring maximum value from Zeotap's platform. Actively engage with clients during escalations and ensure customer satisfaction through effective issue resolution.
• Escalation Management:
• Own and manage escalated issues from customers, ensuring that issues are resolved promptly within SLAs.
• Provide detailed context and collaborate closely with internal teams to resolve complex cases, including technical configurations and root cause analysis.
• Establish best practices for escalation management, ensuring all team members follow a consistent and effective process.
• Team Mentoring & Leadership: Mentor junior members of the support team, providing guidance on technical problem-solving, customer interactions, and escalation management.
• Foster a collaborative team environment, encouraging knowledge sharing, continuous improvement, and high performance.
• Take ownership of process improvements within the support function, developing and implementing new procedures, tools, and training to optimize team effectiveness.
• Process Building & Continuous Improvement:
• Lead the development of internal knowledge bases, documentation, and troubleshooting guides to empower customers and internal teams.
• Drive improvements in internal support processes, ensuring efficient and consistent customer experiences while reducing response and resolution times.
• Proactively identify trends and root causes of recurring issues and collaborate with engineering and product teams to address them at the source.
• Reporting & Metrics:
• Take ownership of support metrics, including ticket volume, resolution times, customer satisfaction (CSAT), and technical issue trends.
• Prepare and deliver regular performance reports to leadership, providing actionable insights and recommendations for improvements.
• Collaboration with Internal Teams:
• Work closely with Engineering, Product, Sales, and Customer Success teams to align technical solutions with customer needs.
• Collaborate on cross-functional projects and initiatives to continuously enhance the customer experience.

• Adhere to Security and Compliance Standards:Follow Zeotap's security and privacy policies, ensuring that customer data is handled in compliance with internal guidelines and industry standards.

• 4+ years of experience in a technical support, solutions engineering, or customer success engineering role within a SaaS or enterprise software environment.

• Proven experience managing escalations and providing high-quality support for large-scale enterprise customers.
• Demonstrated success in mentoring and leading teams, fostering collaboration, and driving process improvements.
• SaaS & Cloud Application Support: Expertise with SaaS applications and cloud-based infrastructure (particularly Google Cloud Platform, but any cloud experience is valuable).
• API & Integrations: Deep experience with RESTful APIs, troubleshooting integrations, and providing solutions for complex customer issues.
• SQL & Querying: Strong knowledge of SQL and ability to write and optimize queries for troubleshooting data-related issues.
• Scripting & Automation: Experience with scripting (Python, Bash, Javascript, or Java) to automate workflows and resolve technical issues.
• Monitoring & Troubleshooting: Familiarity with cloud monitoring tools (e.g., Stackdriver, BigQuery, Datadog, Kibana, Grafana, Splunk).
• Exceptional verbal and written communication skills, able to effectively communicate complex technical concepts to both technical and non-technical stakeholders.
• Strong relationship-building skills, with the ability to manage and maintain customer relationships while aligning internal teams to solve customer challenges.
• Excellent analytical and troubleshooting skills with the ability to quickly identify root causes and resolve complex technical issues.
• Ability to manage multiple priorities simultaneously while maintaining a high standard of customer satisfaction.
• A passion for delivering customer satisfaction and high-quality support.
• Proven ability to handle customer issues under pressure, maintaining a positive customer experience in challenging situations.
• Strong sense of ownership, accountability, and initiative.
• Willingness to take responsibility for the success of the support function and customer experience.
• Willingness to work across different time zones to support customers, particularly during EU working hours.

• Cloud Certifications: Certifications such as Google Cloud Professional Cloud Architect or similar are beneficial.
• Technical Knowledge: Experience with Kubernetes, Docker, or Terraform for managing cloud-based infrastructure
• Industry Knowledge: Familiarity with Ad-tech, Mar-tech, or similar industries, especially in areas related to privacy, data security, and cloud-based analytics.

• Customer Satisfaction (CSAT): High CSAT scores based on customer feedback, demonstrating your ability to solve problems effectively.
• Escalation Management: High success rate in managing and resolving escalated issues within SLAs.
• Team Growth & Development: Successful mentoring of junior team members and leadership in process improvements.
• SLA Adherence: Consistent adherence to SLA targets for response and resolution times.
• Team Performance: High team performance based on metrics such as ticket resolution time, first-call resolution rate, and customer satisfaction.
• Knowledge Base Contribution: Regular contributions to the internal knowledge base, improving team efficiency and customer self-service.
• Proactive Monitoring Initiatives: Active involvement in identifying and addressing potential issues before they escalate. Demonstrated success in setting up and managing proactive monitoring systems to prevent disruptions and optimize system performance.