Metro Service Manager - Michigan / Wisconsin
HopSkipDrive
Swift
Engineering Owner, Customer Support
Recorded Future
full-time
Posted on:
Location Type: Office
Location: Boston • Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Swift
About the role
- Lead the swift resolution of critical customer issues, coordinating effectively with cross-functional teams.
- Expertly debug and troubleshoot customer identified challenges within our SaaS environment.
- Act as a backup incident response leader for emergency-level issues when primary routing is unavailable.
- Contribute to thorough root cause analysis and documentation to prevent recurrence.
- Analyze customer data and identify trends to drive proactive product improvements and reduce escalations.
- Measure and report on valuable KPIs to reduce escalations and drive faster resolutions.
- Develop robust diagnostic and troubleshooting playbooks to empower our Product Support team.
Requirements
- 5+ years of experience in rapidly debugging and delivering solutions for operational challenges in a SaaS product.
- A strong technology background which will contribute to your expediency in understanding and diagnosing complex issues.
- Proven track record of success in environments where timely resolution is paramount.
- Strong analytical and problem-solving skills with a deep understanding of SaaS technology.
- Excellent communication skills, able to convey complex technical concepts clearly and concisely.
- Experience in a customer-facing support role, ideally with leadership experience.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
debuggingtroubleshootingroot cause analysisdata analysisKPI measurementSaaSdiagnostic playbooks
Soft skills
communicationanalytical skillsproblem-solvingleadershipcollaboration
