Vicarius

Technical Customer Success

• Providing continuous technical Implementation, support and training for existing/newly arriving customers
• Working with resellers and customers: training their teams on the product, identifying and solving problem areas in their processes to ensure success.
• Working with existing customers to understand their requirements and helping them figure out how the product is the best solution for their problem
• Acting as the primary technical point of contact for customers and partners, performing initial troubleshooting, diagnosing issues, and guiding them through resolution.
• Managing and prioritizing technical support tickets, ensuring timely resolution and proper communication throughout the lifecycle.
• Escalating complex technical issues to R&D teams when necessary, providing detailed context, replication steps, and impact assessment, and following through to resolution.
• Working with the product and marketing teams to familiarize with the product landscape and becoming a technical product expert
• Working with regional leadership to identify problem areas and initiating projects to improve customer satisfaction
• Attending professional events and workshops to build and maintain professional skills and networks

Customer Success Engineer