About the Role
Role Requirements
- At least 5-7 years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization
- At least 5-7 years of working directly with customers, within a technology company
- Bachelor’s degree in Computer Science or a related field, or equivalent working experience
- Expert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc. )
- Experience with Cloud/SaaS software products is highly desirable.
- Strong understanding of ISP, CDN, and cloud service provider networks
- Strong understanding of web technologies and VoIP applications
- Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox
- Hands on experience with container administration tools such as docker and kubernetes
- Knowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plus
- Working knowledge in security, authentication, permissions, SSO
- Experience in administering Linux based operating systems
- Passionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identified
- Excellent verbal and written communication skills. Heavy focus on using data to articulate messages
- The ability to work effectively in a remote or virtual team environment
- Excellent presentation skills coupled with a strong leadership presence
- Excellent time & project management skills, with a focus on delivery
- Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving
- Flexibility to handle critical cases after hours as needed
Responsibilities
- Support - Work break-fix issues with customers. Escalate to support team as required
- Optimization - Optimize customer systems to ensure peak performance
- Proactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on customer engagement
- Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions
- Escalations - Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate handoff of ongoing issues to the next geographical region
- Customer Experience - Ensure a great customer experience in all team interactions. Measure and continually improve
- Projects - Project manage many projects concurrently understanding current and future action items
- Special projects as assigned
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)