SaaS Customer Operations Engineer

Role Overview: As a SaaS Customer Operations Engineer at Pivotree, you will play a crucial role in ensuring the smooth and efficient operation of our SaaS product from the customer's perspective. Your primary responsibilities will include guiding new customers through setup, providing technical support, bridging communication between technical teams and customers, and contributing to the continuous improvement of the customer experience within the SaaS platform. Key Responsibilities: - Setup, Onboarding, and Adoption: - Coordinate with the engineering & SRE team on setting up & configuring new environments. - Guide new customers through the initial setup and configuration of the SaaS product to ensure effective utilization of its features. - Technical Support and Problem Solving: - Address technical issues raised by customers, troubleshoot problems, and provide solutions. - Utilize Kibana/visualizations for troubleshooting and analysis. - Content Creation and Documentation: - Develop and maintain technical documentation, tutorials, and knowledge base articles. - Product Feedback and Improvement: - Collect customer feedback and analyze user behavior to identify areas for product improvement. - Collaboration with Internal Teams: - Work closely with product, engineering, and sales teams to ensure seamless customer experiences. - Performance Monitoring and Optimization: - Track KPIs related to customer experience, identify areas for improvement, and implement optimization strategies. - Proactive Engagement: - Identify and reach out to customers who may need assistance to maximize product value. - SSO Configuration: - Assist with or handle SSO configuration for customers. Qualifications: - Customer-facing and oriented with a strong focus on customer satisfaction. - 3-5 years experience in a customer-oriented technical operations role. - Experience working with Elastic Kibana and visualizations. - Ability to think like a customer and translate technical concepts into understandable language. - Must be available to work within the Eastern Time Zone 8-12pm M-F (So Europe or South Asia based). - Experience with SSO configuration. - Strong understanding of software architecture, databases, and cloud technologies. - Excellent problem-solving skills and ability to troubleshoot technical issues. - Excellent written and verbal communication skills. - Analytical skills to analyze data and make data-driven decisions. - Ability to collaborate effectively with cross-functional teams. Key Competencies: - Strong customer focus and commitment to delivering exceptional customer experiences. - Problem-solving mindset to address technical and operational challenges. - Exceptional communication and interpersonal skills to interact with customers and internal teams. - Analytical and data-driven approach to identify trends and areas for improvement. - Collaborative approach to work with cross-functional teams effectively.,