Job Description

Are you a passionate problem-solver with a knack for delivering top-notch customer support and technical expertise? Do you thrive in dynamic environments, where every day presents new challenges and opportunities? As a Senior Customer Engineer at [Company Name], you’ll be at the forefront of our commitment to excellence, helping our clients achieve their goals through cutting-edge technology solutions.

We’re looking for an experienced and innovative Senior Customer Engineer to join our team. In this role, you will work closely with our clients to provide expert technical support, troubleshooting, and guidance across a range of products and services. You will be the bridge between our engineering teams and clients, ensuring that issues are resolved efficiently and effectively, while providing a stellar customer experience.

Key Responsibilities:

• Client Engagement: Serve as a primary point of contact for high-priority customers, ensuring a seamless experience with our products and services.
• Technical Expertise: Troubleshoot and resolve complex technical issues across our platform, working both independently and in collaboration with internal teams.
• Consulting & Solutioning: Provide consultative services to clients, offering insights and recommendations based on their business needs and technical environments.
• Training & Enablement: Lead training sessions and knowledge-sharing initiatives to empower clients and internal teams with the tools they need to succeed.
• Product Improvement: Provide feedback and insights to our engineering and product teams to help drive continuous improvement in our offerings.
• Documentation & Reporting: Create and maintain detailed records of customer interactions, technical issues, and resolutions, ensuring that best practices and learnings are shared across the team.
• Escalation Management: Own escalations and guide them through the resolution process, ensuring that customers are kept informed and satisfied throughout.

What You’ll Bring:

• Proven Experience: 5+ years of experience in a customer-facing technical support or engineering role, ideally in a SaaS or enterprise technology environment.
• Strong Problem-Solving Skills: Ability to troubleshoot and resolve complex technical issues with attention to detail and a customer-first mindset.
• Communication Excellence: Clear and concise communication, with the ability to explain technical concepts to both technical and non-technical audiences.
• Customer-Focused Mindset: A passion for providing exceptional customer service and ensuring client satisfaction.
• Technical Proficiency: Expertise in [list relevant technologies or platforms], with a deep understanding of [related tools or methodologies].
• Team Player: Collaborative and adaptable, able to work effectively with cross-functional teams to achieve customer success.