Senior Customer Engineer

Job Summary:

The Senior Customer Engineer provides expert technical support to high-value customers, and partners resolving complex issues and proactively ensuring system health. They also play a key role in mentoring customer engineers and sharing knowledge to enhance overall customer satisfaction and product improvement.

Job Duties and Responsibilities:

• Handle highly complex technical problems for our customers that include technical configuration, workflow compilation, lambda code debug, integration and JSON knowledge. Primarily aligned for concierge and premier success plans customers.
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Provide alternate solutions and exercise independent judgment in developing methods, techniques, and evaluation criteria that lead to prompt resolution of issues.
• Provide high-quality customer engineering assistance that results in high customer satisfaction.
• Serve as a subject matter expert in multiple product features for supporting, enhancing, and fixing solutions that support a rapidly growing business at a massive scale.
• Attend in-person meetings with clients to analyze, troubleshoot, and diagnose problems
• Service as a Team Lead for areas of product expertise in resolving customer issues and ensuring appropriate ticket investigation and resolution quality and workloads for individual CEs.
• Serve as a mentor and team lead to train ramp-up customer engineers to technical progression into future senior engineers.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
• Participate in rapid response teams that include engineering and DevOps to be the face of the customer in communications and feedback
• Actively monitor tenant-level alerting tools and participate in collaborative communications for escalation prevention.
• Provide input on product and service-related enhancement requests back to Engineering, Product Management, Sales, and Marketing teams. that will improve our customers' successful use of our products and drive adoption.
• Operates with minimal guidance on daily tasks and receives high-level directives when taking on new initiatives.
• Lead corporate cross-functional initiatives that contribute to the improvement of the global customer engineering organization.
• Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture, and its operational impact.
• Participate in a 24/7 on-call rotation, providing after-hours support for critical issues.
• Share and develop best practices with team members to enhance the quality and efficiency of technical support and contribute to the knowledge base.
• Proactively communicate to avoid escalations and negative customer satisfaction.
• Author technical documents on common issues and solutions to build the knowledge base and participate in communities.
• Support weekend shifts on a rotational/as-needed basis if requested.
• Lead support initiatives to the betterment of the organization and team.
• Other duties and responsibilities as assigned.

Skills You Must Have:

(Experience & Education | MDM Experience)

• Bachelor's degree in Computer Science or equivalent field of study.
• 5+ years of experience with on-premise or cloud MDM solutions.
• 5+ years of experience supporting enterprise products in SaaS in a customer-facing role.
• 5+ years of experience with Public Clouds AWS/GCP/Azure and their services.
• 5+ years of experience with REST APIs and integration tools.
• 5 + years previous experience as a software engineer, support engineer, or solution engineer supporting Enterprise-focused applications,
• Experience in data management, master data management, analytics, and big data platforms and technologies.
• Experience in hands-on programming (ex. Python, Java).
• Experience in object-oriented design, data structures, algorithm design, problem-solving, and complexity analysis.
• Experience with RESTful API development and debugging, Postman.
• Experience with web UI development with JavaScript frameworks.
• Working knowledge of scalable and distributed data systems using distributed file systems, Java, and cloud technology.

Skills That Are Nice to Have:

• MS in computer science or equivalent experience preferred.
• Experience with NoSQL databases (Cassandra, Elastic Search, DynamoDB preferred), and distributed indexes is a plus.