The Opportunity

As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Designated Support Engineer in its Customer Support 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 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 SkillsetWhat 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 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 ranging in segment sizes, including: SMB / MidMarket / Enterprise 
• 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, 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 being 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 on new ideas when you see something can be improved or created