Senior Customer Support Engineer

Job Title: Senior Customer Support Engineer

Experience Required:

Role Overview

Senior Customer Support Engineer. In

primary technical interface between our organization and clients

This role is ideal for a professional who has grown through hands-on technical roles and evolved into project leadership, and who now seeks a strategic, high-impact position with both technical depth and customer-facing influence.

🎯 Key Responsibilities

1. Customer Support Engineering

• Serve as the

  senior escalation point

  for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
• Lead

  root cause analysis (RCA)

  efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
• Establish and uphold

  support best practices

  , authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
• Monitor SLA adherence for response and resolution times and proactively implement measures to exceed

  customer satisfaction (CSAT)

  expectations.
• Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.

2. Project Management

• Independently

  manage full lifecycle technical projects

  including client onboarding, integration, platform upgrades, and solution rollouts.
• Define and maintain

  project charters, schedules, and resource plans

  , ensuring clear accountability across stakeholders.
• Provide

  senior-level project governance

  , communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
• Anticipate project risks and develop robust mitigation strategies; oversee

  scope, timeline, and budget adherence

  across multiple concurrent initiatives.
• Drive

  cross-functional collaboration

  across engineering, QA, operations, and customer success teams to achieve seamless project delivery.

3. Client Relationship & Enablement

• Cultivate long-term relationships with

  senior client stakeholders

  , serving as a strategic technical advisor aligned with their evolving business goals.
• Conduct

  executive-level briefings, solution workshops, and enablement programs

  tailored to client maturity and adoption stage.
• Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.
• Promote long-term client value through

  proactive engagement

  , anticipating future needs and recommending enhancements or upgrades.

4. Operational Excellence & Continuous Improvement

• Analyze historical support and project data to identify systemic issues and opportunities for

  process optimization

  .
• Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
• Contribute to internal reviews and planning cycles by presenting KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
• Drive a culture of

  excellence, ownership, and innovation

  across all aspects of customer delivery and support.

✅ Qualifications

Essential

• 10–15 years of professional experience in

  technical support, systems engineering, or customer-facing IT services

  .
• Minimum 5+ years in managing

  customer-facing technical projects or enterprise implementations

  .
• Deep understanding of complex

  software systems, APIs, databases, and cloud-based infrastructure

  .
• Expertise with project management tools (e.g., JIRA, Asana, MS Project) and reporting platforms.
• Excellent communication and stakeholder management skills, with the ability to

  influence at senior levels

  .
• Demonstrated ability to mentor and lead technical teams, and to drive alignment across business and technical functions.

Preferred

• PMP, PRINCE2, or equivalent

  Project Management certification

  .
• Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow).
• Previous experience in

  SaaS, enterprise software, or IT infrastructure

  environments.
• Prior success working with

  enterprise B2B clients

  in regulated or high-compliance sectors (e.g., healthcare, finance, telecom).

📍 Skills & Traits

• Strategic problem solver

  : approaches challenges with critical thinking, balancing short-term fixes with long-term solutions.

• Operational leader

  : brings structure, efficiency, and clarity to complex projects and support processes.

• Customer advocate

  : consistently represents client needs and ensures exceptional service delivery at every touchpoint.

• Collaborative influencer

  : navigates cross-functional dynamics effectively to unite teams around common goals.

• Results-driven professional

  : takes full ownership of outcomes and continually seeks ways to improve performance and customer value.