Technical Support Engineer
HostPapa
CloudJavaKubernetesLinuxMySQLOraclePostgresPythonSOAPSQLTCP/IP
Job Level
Mid-LevelSenior
Tech Stack
AWSCloudGoogle Cloud PlatformSOAP
About the role
- Engage with customers to acquire a rich understanding of their problems, needs, and goals
- Deliver AI & Custom Services projects
- Design and configure applications on the Five9 platform for each customer’s unique requirements, often with integrations to third party platforms
- Provide customers with configuration advice and problem resolution on Five9 product
- Give customized training to ensure customers have a thorough understanding of these solutions
- Consulting engagements
- Effectively and succinctly communicate with both internal and external stakeholders
- Lead technical sessions and become a trusted advisor to decision makers while demonstrating mastery of the technical domain
- Handle pre-sales Statement of Work requests from creation to design document handoff, including gathering business requirements, determining level of effort, and documenting a target solution
Requirements
- Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering, a related technical discipline, or equivalent experience
- Minimum three (3) years of experience in a customer-facing position
- Ability to listen to a customer’s request, separate the problem from the requested solution, visualize the available options and communicate the available options efficiently and distinctly
- Self-starter possessing excellent time management skills; able to manage multiple activities simultaneously while requiring little or no oversight and/or direction
- Excellent English verbal and written skills
- Ability to learn new skills quickly and digest new product features without assistance
- An expert at developing positive and productive relationships with people
- Passion for continuous improvement both technically and professionally
- Knowledge of and experience implementing intelligent virtual agents, natural language understanding engines such as Google Dialogflow, Amazon Lex, IBM Watson, or Agent Assist platforms
- Knowledge of modern API standards (SOAP, XML, REST, JSON) and experience integrating to them
- Willing to travel up to 10% nationally with occasional international travel possible (valid passport required)
- Preferred: Familiarity or technical certification in SaaS, IaaS, PaaS, networking, CRM, ACD, IVR and call center practices (e.g., Google Cloud Platform, Amazon Web Services or Salesforce certifications)
- Preferred: Experience working on enterprise deployments involving multiple vendors
- Preferred: A strong combination of technical call center expertise, client development, and configuration experience
- Preferred: Creativity in solution architecture and design
