Job
Description
Key Responsibilities Act as the primary technical point of contact and trusted advisor for assigned enterprise customers. Build and maintain deep, strategic relationships with customer stakeholders, including technical teams and senior leadership. Understand customer-specific configurations, customizations, and integration patterns across their AppZen environments. Facilitate alignment between customer goals and AppZen's capabilities by collaborating cross-functionally with Engineering, Product Management, Professional Services, CSM and Support. Influence internal teams with customer insights to shape product improvements and roadmap decisions. Conduct regular technical health reviews, system assessments, and operational check-ins to ensure optimal platform performance. Review upcoming customer events and planned production activities to proactively identify and mitigate risks. Drive initiatives to improve customer productivity, and long-term satisfaction. Act as the escalation point for technical incidents, coordinating resolution efforts across internal teams. Lead in-depth root cause analyses and implement preventive measures to reduce recurring issues. Enhance support processes and ticket handling by driving internal quality improvements and knowledge-sharing initiatives. Promote customer self-sufficiency by enabling teams to effectively use AppZen support tools, documentation, and best practices. Provide expert-level guidance on troubleshooting, integrations, and observability tools. What We're Looking For Experience: 3-5 years in a TAM, Technical Support, Solutions Engineering within a SaaS or enterprise software company. Domain Expertise: Background in finance automation, accounts payable, or expense auditing platforms is highly preferred. Technical Skills: Experience in Python, Go, or similar for debugging and automation. Strong knowledge of REST APIs and Postman. Proficiency in AWS Console and tools like Kibana or OpenSearch. Understanding of AI and Data Science concepts and their application in enterprise solutions. Soft Skills: Excellent verbal and written communication, problem-solving, and customer-facing engagement skills. Excellent analytical skills, highly organized and action-oriented. Mindset: Strong ownership, proactive attitude, and customer-centric approach. Education: Bachelor's degree in Computer Science, Engineering, or a related technical field.
