Responsibilities
- Act as the primary technical contact for assigned customers
- Develop a comprehensive understanding of each customer's infrastructure, objectives, and limitations
- Engage in technical planning meetings and business reviews with customer success teams
- Assist clients in aligning their network management objectives with platform capabilities
- Bridge customer requirements with product functionality
- Take full ownership of technical issues from intake to resolution
- Identify, replicate, and fix problems related to setup, configuration, integrations, extensions, and updates
- Manage the complete post-sales technical journey, including onboarding, upgrades, and system stability
- Adhere to service level agreements for response and resolution times while maintaining clear communication
- Proactively escalate critical issues that could impact business continuity, revenue, or trust
- Contribute to continuous improvement of the support team and product
- Gather and communicate customer feedback and feature suggestions to product teams with actionable detail
- Create standardized troubleshooting procedures and documentation to minimize recurring issues
- Analyze support trends to recommend enhancements in processes or product design
- Work closely with technical operations on complex escalations and specialized customer requests
