Designated Support Engineer

Company: Simpplr
Location: Redwood City
Posted on: August 1, 2022

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