Serve as an escalation point for Technical Delivery Specialists and Engineers.
Identify and communicate product bugs and features as discovered by the customer.
Lead complex, high-impact onboarding engagements for strategic accounts.
Serve as a trusted technical advisor for complex workflows and use cases.
Diagnose and resolve complex technical issues and coordinate with Engineering as needed.
Design and develop tools for customer consumption as needed.
Serve as a trusted partner between Product and Engineering to advocate for customer needs and product improvements.
Mentor Technical Delivery Specialists and Engineers.
Contribute to strategic initiatives within the Technical Delivery organization.
Provide enhanced technical support for customer inquiries via ticket and phone calls.
Lead customer onboarding engagements, including planning, technical setup, and success validation.
Deliver introductory training sessions and walkthroughs for new customers.

Requirements

3-6 years of experience in a customer-facing role (technical support, onboarding, training, or customer success)
B.S. Computer Science or equivalent field
Familiarity with Elasticsearch and Kibana
Basic technical troubleshooting skills and willingness to learn complex software products
Strong written and verbal communication skills
Ability to explain technical concepts to non-technical users
Strong organizational skills and attention to detail
Ability to manage multiple tasks in a fast-paced environment
Collaborative mindset and eagerness to learn
Passion for technology and helping customers succeed
Travel: 25% travel required for customer-engagements and conferences

Benefits

Generous time off policies
Competitive compensation
Volunteer opportunities
Reward and recognition programs
Employee committees & resource groups
Healthcare and retirement benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical troubleshootingcustomer onboardingproduct bug identificationfeature communicationcomplex workflow designtool developmenttechnical supporttraining deliveryElasticsearchKibana

Soft Skills

written communicationverbal communicationorganizational skillsattention to detailcollaborationcustomer advocacymentoringproblem-solvingtime managementadaptability

Certifications

B.S. Computer Science