Customer Success Engineer

Job Description

Job Role: Customer Success Engineer Job Description: Receive escalation tickets, apply a structured troubleshooting protocol and provide timely resolution. Communication with customers is predominantly over the e-mail channel, but also via phone, online meetings, and chat conversations. Evaluate the needs of customers and work in a creative, proactive manner to resolve technical issues. Take complete ownership of the escalated tickets and collaborate with the relevant technology teams for a swift resolution. Document troubleshooting and problem resolution steps, accurately record data into CRM and other relevant tools. This role is primarily for the US timezones. Skills Required Excellent communication skills. Ability to write concisely with clarity. Ability to work in a 24/7 work environment. Orientation to technology in general, specifically web technologies API, HTML, CSS, JSON, SQL, and JavaScript. Be a team player who can work seamlessly across various teams to achieve a common goal. Excellent customer advocacy and consultative skills. Strong multitasking and prioritization abilities. At least 3 plus years of experience as an individual contributor in a customer success or a technical support role. Should have worked previously in US time zones for at least one year.