Lead Support Engineer

Key Responsibilities and Strategic Duties

Account Strategy Critical Escalation Management

• Lead the strategic technical relationship for a select group of ibi's highest-tier and most complex Gold accounts, setting the standard for proactive service delivery.
• Act as the definitive single point of accountability for all technical support escalations and service delivery for assigned accounts, driving issues with executive-level urgency and professionalism.
• Own and execute the established escalation protocol for all high-severity cases (Severity 1/P1) for the assigned portfolio, leading all internal and external communication until definitive resolution.
• Serve as the internal escalation consultant for junior ASMs, advising on best practices for managing politically sensitive or technically challenging customer situations.

Technical Leadership Value Realization

• Provide and coordinate expert-level (L3) support for issues spanning WebFOCUS and the broader ibi product portfolio, demonstrating deep expertise in complex data, analytics, and integration environments.
• Drive Value Realization and Retention by proactively guiding customers in the adoption of recent software releases through strategic services such as upgrade planning/guidance, Health Checks, and application assessments to modernize customer applications.
• Proactively facilitate and lead recurring Technical Review Meetings (TRMs) with senior customer stakeholders to review open cases, prioritize technical issues, and provide deep-dive discussions on platform roadmaps and technical strategy.
• Champion the customers technical needs with the Product Engineering/RD divisions, managing the lifecycle of product software anomalies (defects) and product enhancements (NFRs) to ensure timely progression and delivery.

Process Improvement Team Mentorship

• Oversee and mentor L1/L2 teams to ensure the successful progression of all assigned account cases, setting efficiency and quality benchmarks for case resolution.
• Identify and recommend improvements to the Gold Support processes, tools, and documentation based on recurring challenges and best practices observed in the most complex accounts.
• Develop and deliver training sessions for new and existing ASMs on advanced account management techniques, high-stakes communication, and technical advocacy strategies.
• Cultivate robust cross-functional relationships with Sales, Customer Success, and Support Leadership to ensure cohesive, integrated service delivery across the entire customer lifecycle.

Job Qualifications

• College degree (preferably in Computer Science or a related technical field) or equivalent practical work experience.
• Minimum of 4+ years of technical support or data processing experience in enterprise software environments.
• Minimum of three (3) years of direct, dedicated customer-facing support and key account engagement experience with WebFOCUS customers.
• Demonstrated L3 technical support proficiency with the IBI product stack, including core expertise in WebFOCUS architecture, deployment, and performance tuning.
• In-depth, practical knowledge of one or more enterprise operating systems, relational databases (strong SQL proficiency is required), and application development/integration concepts.
• Prior experience in a Lead or Senior Key Account Management, Technical Sales, or Technical Customer Success role is a strong advantage.

Required Leadership Skills

• Exceptional written and verbal communication skills with a proven ability to deliver highly effective, executive-level presentations on complex support and strategic topics.
• Advanced analytical, debugging, and diagnostic skills for complex enterprise environments, combined with strong strategic problem-solving abilities.
• Proven ability to autonomously manage, prioritize, and strategically lead a high-volume, critical account workload under minimal supervision.
• Strong leadership presence and the ability to train, influence, and mentor technical peers and juniors.
• Superior customer support, negotiation, and conflict resolution skills, focused on developing an ongoing, trusting relationship as the customers primary technical advocate.
• Willingness and ability to travel as needed.