Ensure that Support Engineering staff have access to the skills, tools, and processes that they need to resolve cases with quality, efficiency, and high customer satisfaction
Recruit, train, supervise, and evaluate performance of Support Engineers
Ensure staff utilization is aligned proportionally to customers in portfolio
Work closely with Customer Success Managers to proactively identify and mitigate high risk customers in portfolio
Serve as the primary escalation point for all customer escalated issues in portfolio and drive the issue to resolution
Serve as the primary Support Engineer for strategic customers
Work with Customer Success Managers to drive sticky feature adoption targets across customers in portfolio
Drive continuous improvement of Support Engineering processes and tools to increase case quality, efficiency, and customer satisfaction
Communicate Support Engineering team policies and processes to internal stakeholders and customers as needed
Manage backlog for all customer cases in portfolio with a focus on SLA compliance and customer satisfaction
Qualifications
Required:
Bachelor’s degree or equivalent experience preferred
4+ years functional experience, or combination of experience, education, and extraordinary performance
Proven success as a coach and mentor of technical staff
Demonstrated dedication to customer service, customer satisfaction, and quality technical case work
Ability to motivate yourself and others, prioritize your own work, and adapt and thrive in a dynamic team environment
Excellent problem solving, decision-making, and interpersonal skills
Excellent verbal and written communication skills for technical and non-technical audiences