Provide Business-Critical Support to specific accounts for premium offerings.
Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts.
Advocate for product, policy and process improvements that improve the customer experience.
Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community.
Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
Develop expertise for broad set of assigned products to maximize first contact resolution.
Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Publisher.
Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.

Requirements

7+ years in a support delivery role or 8+ years industry/career equivalent experience.
Requires advanced level IT, networking, database or SaaS/Cloud application support experience.
Expert level diagnosis and problem-solving abilities.
On-premise support experience preferred.
Project and program management experience preferred.
Required Skills -SQL and RDBMS exposure, Linux, Elasticsearch.
Desired skills- Scripting experience (Python, Bash, Java etc), Monitoring and observability experience (Datadog, Grafana etc), Cloud exposure (AWS, GCP, Azure), Kubernetes.
College degree in technology-related field is preferred, but equivalent industry/career experience is also considered.

Benefits

Any applicable bonus programs will be discussed during the recruiting process.

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLRDBMSLinuxElasticsearchPythonBashJavaDatadogGrafanaKubernetes

Soft Skills

diagnosisproblem-solvingcustomer advocacycommunicationteam collaborationknowledge sharingproject managementprogram managementadherence to SLAsreadiness planning