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 IST ,EMEA - IST, NAMER
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)
● 3+ 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