Designated Support Engineer
Company: Simpplr
Location: Redwood City
Posted on: August 1, 2022
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Job Description:
Job Description Who We Are Simpplr provides employee experience
software that helps companies connect and align employees. With
what Simpplr calls Live EX, the platform helps companies
communicate better in a distributed world and measures an
organization's heartbeat by understanding employee alignment and
sentiment in real time. Ultimately, Simpplr aims to enable more
positive work environments by helping organizations be more open
and caring. Trusted by leading brands, including DocuSign,
Eurostar, and AAA, our customers are achieving measurable
productivity gains, increased employee engagement and retention,
and accelerated business performance. Simpplr is headquartered in
Redwood Shores, CA, with offices in the UK, Canada, and India, and
is backed by Norwest Venture Partners, Salesforce Ventures, and
Tola Capital. Simpplr is widely acknowledged as one of the
fastest-growing, most innovative, and most liked solutions in our
market. We boast numerous top-tier accolades and encourage you to
check us out on various review sites. The Opportunity As a company
that is undergoing significant growth, Simpplr is seeking to hire
an experienced Designated Support Engineer for its Customer Support
Engineering function. As a DSE you are the primary point of contact
for assigned large enterprise customers and provide advanced-level
technical support to them. You manage technical support incident
work for your customers to ensure all break/fix issues are
addressed quickly and appropriately. You work to ensure timely
status updates, customer communication, duplication, and root cause
correction. You develop a relationship with key customer contacts
to enable efficient communication and enhance the client
experience. As a DSE, you manage the customer relationship from a
technical support perspective. You will work closely with other
individuals and teams across the company such as the accounts'
assigned Customer Success Managers (CSM) and other team members
from Product, Engineering, CX Leadership, etc. Together you will
develop and execute a seamless plan to ensure that the customer is
successful. Your Job Responsibilities What you will be doing :
Oversee all technical support incidents for assigned accounts and
ensure they are managed and prioritized appropriately for assigned
customers, ensuring adequate progress toward resolution within
service level agreement targets Provide technical leadership and a
customer-specific perspective that accelerates the resolution of
difficult issues Provide timely, articulate, effective, and
substantive updates via our incident management system Identify
repeat or chronic break/fix issues and develop and execute plans to
correct the root cause. Work cross-functionally to engage others in
plan execution Provide proactive technical support by anticipating
challenges and issues that may occur Understand the customer's
technical environment through regular communication and discussion,
and share that detail with others to improve teamwork and success
Create and maintain documentation about the customer's environment,
providing current architecture, design, and flow of our products in
that environment Ability to actively listen, ask thoughtful
questions and challenge customers appropriately Organize and lead
multi-participant customer calls, including critical and difficult
escalations with senior executive involvement Analyze customer data
such as case trends, traffic, design, and configuration issues, and
make solid recommendations for improvements Build positive and
empathetic relationships with customers Contribute to Simpplr
efforts to maintain a high NPS / CSAT related to our customers'
support experience Provide both customers and internal Customer
Success Managers with reports and metrics on issues resolution for
assigned accounts Coordinate directly with Product, Engineering,
and CS on outstanding tickets to ensure rapid resolution Your
Skillset What makes you a great fit for our team : Minimum 5 years
of experience in customer-facing advanced technical support work,
preferably in a tier 2/3 technical support role (ideally
specifically with enterprise customers) Experience managing
enterprise-level customers in a technical support environment
Extensive industry experience including understanding of the
contact center business, as well as general market & business
trends Verbal and written communication is professional, assertive,
articulate, and friendly while building confidence across all
stakeholders you work with Proven ability to resolve escalated
customer problems utilizing appropriate internal and external
resources Demonstrated ability to work independently as part of a
larger team Ability to communicate effectively across all company
teams such as Product Management, Engineering, and Customer Success
Management Ability to serve as an on-call resource on weekends and
holidays as needed 2 years experience on the Salesforce application
and/or applications built upon the Salesforce platform preferred
but not required Experience using SaaS-based tools (SFDC, Jira,
Zendesk) working with customers Enterprise level customers
Familiarity with configuring/troubleshooting Single Sign-On,
working with APIs/3rd party integrations, and data management on a
Salesforce database - which may include working with Active
Directory, OKTA, Google App, Sharepoint etc. Other great things
about you: You are able to work well cross-functionally with
Product, Engineering, and Customer Success to ensure all functions
are aware of outstanding and priority issues You are a
customer-focused, technical expert who is responsible for executing
and delivering our customer success offering. You are technically
competent, business-oriented, and highly customer-centric
Specifically looking to join an early start-up: for the opportunity
and the culture, understanding the challenges along with growth
opportunities Attracted to be at the beginning stages of building
out the Support function (team/processes etc.) Enjoy helping
customers with detailed product questions but also like to
strategize with customers on big-picture solutions You have a good
energy that contributes to a positive work environment and a great
customer experience You proactively implement/execute new ideas
when you see something can be improved or created You are ready to
be the main technical point of contact for large Enterprise
customers Benefits: Simpplr provides a competitive compensation
package along with other benefits. We believe in work-life
integration and offer a flexible work environment. These benefits,
coupled with an amazing team who believes in our mission, and
values transparency, autonomy, and inclusiveness, make Simpplr an
incredible place to work. See what our employees say about working
at Simpplr: Glassdoor Reviews
Keywords: Simpplr, Redwood City , Designated Support Engineer, Engineering , Redwood City, California
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