Engage with customers and customer-facing teams to quickly and thoroughly address critical issues to protect the health of an account.
Coordinate across internal resources to manage cross-functional responses to at-risk customers, providing clear and concise updates to all stakeholders.
Be a reliable technical resource, stepping in to investigate, diagnose, and problem solve issues alongside TS and EPD.
Reproduce customer issues to verify problems and provide feedback to Engineering and other teams.
Lead emergency escalations, including communicating risk and progress to C-suite stakeholders, and quickly resolving show-stopping issues for customers.
Be a subject-matter expert on ClickUp escalations, acting as a one-stop resource for problem solving internally while actively seeking out problems to solve.
Design and execute large-scale projects and OKRs that positively contribute to the work of the escalations team and its goals.

Requirements

4+ years of experience working in technical support.
2+ years specifically focusing on customer health and escalations.
Excellent verbal and written communication skills, with the ability to convey clear and appropriate information to both technical and non-technical audiences.
Experience working with C-suite stakeholders (both internally and externally).
Experience troubleshooting, diagnosing, and documenting platform bugs, including the ability to QA bug fixes; proficiency in SQL preferred.
Experience working within Zendesk and/or Salesforce is preferred.
Ability to manage multiple priorities, commitments, and projects.
Ability to clarify complex technical issues and coordinate efforts to resolve them.
Occasional travel may be required.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportcustomer healthescalationstroubleshootingdiagnosingdocumenting platform bugsQA bug fixesSQL

Soft Skills

verbal communicationwritten communicationproblem solvingstakeholder managementproject managementprioritizationclarification of complex issues