Personalized Support Engineer

About the job:

The Personalized Support Engineer (PSE) is a member of the Global Personalized support

team supporting our top tier customers. They are responsible for handling Phone Numbers

product while also working and collaborating with the Technical Account Managers (TAMs.) The

Global PSE team advocates for our TAMs’ customers as if they are their own while providing

24x7x365 coverage, managing specializations and guarding the queue.

This position requires working in a shift, APAC 0630-1530 IST ,EMEA - 1300-2200 IST, NAMER

2230-0730 IST. We work 5 days a week, and could include one or both weekend days.

(Tue-Sat, Sun-Thur, Mon-Fri etc)

Responsibilities:

In this role, you will:

● BE AN OWNER: Use your strong technical and diplomatic skills to address customer

issues and provide customer feedback to client Product and Engineering teams.

● WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers,

architects, and support personnel to resolve problems with potentially very costly and

far-reaching consequences.

● EMPOWER OTHERS: Collaborate with your teammates, the client Product and

Engineering teams including filing JIRAs to report reproducible bugs.

● RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This

position may require working an irregular shift, including the weekend/holidays (Shifts

are subject to change based on evolving team and customer needs).

Required:

● Fluent in English language (both oral and written)

● 1+ years’ experience in a client-facing technical role, preferably the ability to understand

and troubleshoot issues with cloud solutions.

● Supporting customers with service level agreements (SLAs), preferably in hours, utilizing

a ticket system such as Zendesk.

● Excellence in task prioritization and evaluation of situational urgency.

● Advanced time management skills and proficiency at developing workflows to increase

troubleshooting efficiency while still following standard processes and procedures.

● Ability to stand in the customer’s shoes and demonstrated dedication to the customer

experience.

● Enthusiasm for interacting and collaborating with other departments within Client in your

search for the solutions our customers need.

Desired:

● Coming from a technical background

● Experience working with top tier customers.

● Experience working with REST APIs.

● Experience working with JIRA, Confluence, Airtable and other project tools.

● Previous exposure or knowledge of Client products