Support Engineer

• Develop and execute the overall cloud support strategy, aligned with the company's business goals and customer needs.
• Lead and manage the AMER Cloud Technical Support team, fostering collaboration, professional growth, and excellence in customer service.
• Define and implement support processes, policies, and metrics to ensure prompt and effective resolution of customer issues.
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve support effectiveness and customer satisfaction.
• Drive the adoption and utilization of support tools, technologies, and systems to enhance support productivity and enable data-driven decision-making.
• Collaborate with cross-functional teams, including Success, Product Management, Cloud Engineering, and Quality Assurance, to identify and address product-related issues and improve product reliability and usability.
• Develop and deliver customer support training programs to enhance the skills and knowledge of support team members.
• Foster a customer-centric culture within the support organization, promoting a proactive and empathetic approach to customer interactions.
• Deploy operational improvements leveraging automation, AI, and Process standardization
• Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for critical issues.
• Monitor and analyze support metrics and customer feedback, providing insights and recommendations to executive leadership to drive continuous improvement.
• Manage and allocate resources effectively to meet business objectives, including staffing, budgeting, and project prioritization.
• Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times

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