About the Role
This role is responsible for managing high-priority customer support accounts, guiding resolution strategies, and serving as a trusted advisor to ensure operational continuity and customer satisfaction.
Responsibilities
- Lead ongoing support interactions for mission-critical customer environments
- Act as primary liaison between customers and technical resolution teams
- Monitor and escalate unresolved cases to ensure timely outcomes
- Develop action plans for complex technical escalations
- Coordinate cross-functional resources during high-severity incidents
- Maintain detailed records of customer engagements and resolution progress
- Provide regular status updates to customer stakeholders
- Identify recurring issues and advocate for long-term fixes
- Drive adoption of self-service tools and support best practices
- Collaborate with engineering teams to influence product improvements
- Manage customer expectations during extended resolution timelines
- Conduct post-incident reviews to assess response effectiveness
- Support onboarding of new high-touch accounts into support programs
- Track key performance metrics related to case resolution and customer health
- Serve as escalation point for frontline support teams
- Facilitate communication during system outages or service disruptions
- Ensure compliance with support service level agreements
- Proactively identify risks to customer operations
- Deliver customer education on support processes and tools
- Maintain expertise in platform architecture and support workflows
Nice to Have
- Master’s degree in a technical or business discipline
- Certifications in IT service management (e.g., ITIL)
- Direct experience with SaaS platform operations
- Background in software development or systems engineering
- Familiarity with API-driven architectures
- Prior work in 24/7 support environments
- Experience with enterprise customer success models
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Part of the global customer support organization working closely with technical teams and account leadership
Why This Role Matters
- This position plays a critical role in maintaining trust with top-tier customers during high-stakes technical challenges.
- Success in this role directly impacts customer retention and long-term platform reliability.
What to Expect
- Fast-paced environment with frequent interaction during critical outages.
- Regular collaboration with engineering, support, and customer success teams.
- Expectation to lead by example in documentation, communication, and resolution rigor.
Not available
