About the Role
This role involves acting as a technical liaison between customers and internal teams to resolve high-priority issues, driving root cause analysis, and improving overall service delivery through proactive communication and problem-solving.
Responsibilities
- Diagnose and resolve advanced technical issues reported by enterprise clients
- Serve as the main point of contact during critical customer incidents
- Collaborate with engineering, product, and support teams to escalate and resolve issues
- Maintain accurate documentation of escalation cases and resolutions
- Communicate technical updates clearly to non-technical stakeholders
- Identify recurring problems and advocate for long-term fixes
- Monitor incident response timelines and ensure SLA compliance
- Provide post-mortem analysis for major service disruptions
- Work closely with account management to align on customer expectations
- Track key performance metrics related to customer satisfaction and resolution times
- Support onboarding of new enterprise clients with technical guidance
- Participate in on-call rotations for urgent customer issues
- Ensure proper handoff between support tiers during escalations
- Contribute to knowledge base improvements for faster troubleshooting
- Advise support teams on complex case handling strategies
- Analyze system logs and error patterns to identify root causes
- Coordinate with development teams for bug fixes and patches
- Escalate product limitations to product management for roadmap input
- Maintain up-to-date understanding of platform architecture and APIs
- Assist in validating fixes before customer communication
- Ensure compliance with data privacy and security protocols
- Respond to customer inquiries with technical accuracy and empathy
- Drive resolution efforts until customer confirmation is obtained
- Promote best practices in incident management across teams
- Contribute to customer retention through reliable technical support
Compensation
Competitive salary and benefits package
Work Arrangement
Remote position with flexible hours
Team
Part of the global customer support and technical operations team
Why This Role Matters
This position plays a critical role in maintaining trust with enterprise clients by ensuring technical issues are resolved efficiently and transparently. The engineer bridges gaps between support, engineering, and customer success to deliver reliable outcomes.
What You’ll Bring
A solutions-oriented mindset, technical depth, and the ability to remain calm during high-pressure situations. You thrive in collaborative environments and are motivated by improving both customer experience and internal processes.
Visa sponsorship available for qualified candidates
