3 Lead Customer Support Engineer Saas Platforms jobs in whatjobs
Lead Customer Support Engineer, SaaS Platforms
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Lead Customer Support Engineer to manage and enhance their customer support operations for cutting-edge SaaS platforms. This is a fully remote position, offering the flexibility to lead a global support team and resolve complex technical issues from any location. The ideal candidate will possess a deep understanding of software architecture, troubleshooting methodologies, and possess exceptional leadership and communication skills. You will be responsible for guiding the support team, developing efficient support processes, and ensuring unparalleled customer satisfaction by providing timely and effective technical assistance. Responsibilities include:
- Leading and mentoring a remote team of customer support engineers, fostering a collaborative and high-performance environment.
- Developing and implementing best practices for customer support, including ticket management, escalation procedures, and knowledge base creation.
- Providing Tier 3 technical support for complex software issues, including deep troubleshooting and root cause analysis.
- Collaborating closely with product development and engineering teams to resolve bugs and enhance product functionality based on customer feedback.
- Monitoring support metrics and KPIs to identify trends, areas for improvement, and training needs for the support team.
- Creating and maintaining comprehensive technical documentation, FAQs, and troubleshooting guides for customers and internal teams.
- Developing and delivering training sessions for new support engineers and for customers on product usage and best practices.
- Acting as a liaison between customers and internal teams to ensure clear communication and swift resolution of issues.
- Managing customer escalations and ensuring timely and satisfactory resolution of critical incidents.
- Contributing to the continuous improvement of the product's usability and stability based on support insights.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- A minimum of 7 years of experience in technical customer support, preferably in a SaaS environment, with at least 3 years in a lead or management role.
- Proven expertise in troubleshooting complex software issues, databases, and network configurations.
- Strong understanding of software development lifecycle and agile methodologies.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional communication, interpersonal, and leadership abilities, crucial for managing a remote team.
- Experience with CRM and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple priorities and work effectively under pressure.
- A proactive approach to identifying and resolving customer pain points.
- Passion for customer success and delivering outstanding technical support.
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Lead Customer Support Engineer - SaaS Platforms
Posted 11 days ago
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Job Description
Our client is a rapidly growing SaaS company seeking a highly skilled Lead Customer Support Engineer to join their fully remote global support team. In this pivotal role, you will be responsible for managing and resolving complex technical issues for our diverse client base, ensuring exceptional customer satisfaction. You will lead a team of support engineers, providing mentorship, training, and guidance to ensure high-quality service delivery. Responsibilities include troubleshooting software defects, diagnosing system errors, and providing timely and effective solutions to intricate technical challenges. The ideal candidate possesses a strong background in technical support, a deep understanding of SaaS architecture, and extensive experience with CRM and ticketing systems. Proven ability to lead and motivate a remote technical team, set performance standards, and drive process improvements is essential. As a remote-first position, you will leverage advanced collaboration and communication tools to effectively manage your team, interact with customers across different time zones, and contribute to a seamless support experience. You will also play a key role in identifying trends in customer issues, providing feedback to product development teams, and contributing to the creation of knowledge base articles and support documentation. We are looking for a proactive problem-solver with excellent communication skills, a customer-centric mindset, and a passion for technology. This is an outstanding opportunity to contribute to the success of a dynamic tech company, lead a talented remote team, and make a significant impact on customer retention and loyalty. Your technical expertise, leadership capabilities, and dedication to customer success will be highly valued. Experience with API integrations and cloud-based platforms is a significant plus.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Engineer - SaaS Platforms
Posted today
Job Viewed
Job Description
Our client is seeking a highly experienced Lead Customer Support Engineer to manage and elevate their customer support operations for sophisticated SaaS platforms. This fully remote role is crucial for ensuring exceptional client satisfaction and technical assistance. You will lead a team of support engineers, handle escalated technical issues, and contribute to the continuous improvement of support processes and product knowledge bases. The ideal candidate will possess a deep technical aptitude, outstanding problem-solving skills, and a strong commitment to delivering world-class customer service. You will act as a primary point of contact for complex technical inquiries, troubleshoot software issues, and collaborate with development teams to resolve bugs and enhance product functionality. Responsibilities:
- Lead, mentor, and manage a team of customer support engineers, fostering a high-performance culture.
- Handle complex and escalated technical support requests from enterprise clients via various channels (phone, email, chat).
- Diagnose, troubleshoot, and resolve software-related issues for SaaS applications.
- Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
- Collaborate with Product Development and Engineering teams to report bugs, suggest feature enhancements, and ensure timely resolution of technical issues.
- Analyze support trends and identify root causes of recurring problems to drive process and product improvements.
- Develop and deliver technical training to support staff and customers.
- Monitor support ticket queues and ensure service level agreements (SLAs) are met.
- Contribute to the continuous improvement of support tools and workflows.
- Gather customer feedback and provide insights to product management for future development.
- Act as a subject matter expert for the company's SaaS products.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 6 years of experience in technical customer support, helpdesk operations, or a similar role, with at least 2 years in a leadership capacity.
- Strong technical proficiency with SaaS platforms, cloud technologies (AWS, Azure), and common operating systems (Windows, Linux, macOS).
- Expertise in troubleshooting complex software issues, network connectivity, and database problems.
- Proficiency in reading and understanding code snippets (e.g., SQL, JavaScript) is highly desirable.
- Excellent analytical, problem-solving, and debugging skills.
- Outstanding communication, interpersonal, and customer service skills.
- Proven ability to manage and motivate a remote team.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software.
- Ability to work independently and prioritize tasks effectively in a fast-paced environment.
- Strong understanding of ITIL best practices is a plus.
This advertiser has chosen not to accept applicants from your region.
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