דרושים » מחשבים ורשתות » Technical Customer Experience Specialist

Job ID : R_100832.

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team. You'll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams. You'll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools. You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

You Will:
Work on a complex cloud environment that serves customers.
Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
Define monitoring tools on top of the current team tools to lower the team response time.
Analyze logs and understand scripts.
Triage and prioritize incoming issues and bugs.

Our company is a fast growing startup in the sales automation space, backed by top-notch investors.
We help some of the best GTM teams in the world perform better by easily creating failure-free, interactive, and personalized demo experiences for B2B buyers at every stage of the customer lifecycle.
We are a young company that values culture, grit, transparency, and excellence.
We put our founding members at the very heart of our company and are looking for proactive self-starters who are excited about building within a new, rapidly growing and still to be defined category.
The customer professional service and enablement team focuses on reducing complexity and increasing customers time to value with our company.
The team is responsible for providing technical guidance, advanced solutions, and best practices for demo creation.
The team assists customers in asset creation from start to finish, while also enabling them to focus on execution and long term maintenance and success.
The ideal candidate will improve collaboration, provide an outstanding top-level experience, and accelerate team productivity.
Designing solutions in our company that cater to customers specific needs.
Assist customers in setting up/enabling new product features.
Helping answer customer questions, and troubleshooting where necessary.
Assisting with the initial implementation for the customer and assisting in the handover to the Customer success team.
Stay up-to-date with product updates and best practices to effectively address customer inquiries.
Contributing with documentation and building our customer specific configuration knowledge base.
Collaborate with cross-functional teams, including product developers, to identify complex customer issues.
Identify trends and patterns in customer issues and provide insights to relevant teams for continuous product improvement.
Act as a liaison between customers and internal teams, advocating for customer needs and providing feedback to improve customer experience.

As a Technical Project Specialist, you will be responsible for:
Configuration of our product for clients needs using our configuration system.
Be a knowledge point of contact as an expert of the system settings for various teams customer success managers, project managers and more.
Setup our Digital Twin for new projects into our system.
Ongoing project maintenance through the project life cycle.
Be part of creating the Teams tools and workflows internally and with the product/development team.
Be responsible to provide technical and operation support for clients, the focus is to drive the business forward by providing better service, preventing and solving issues, and creating operational efficiency.