Support Center Engineer IV
In this role, you'll play a crucial part in handling major outages, analyzing their root causes, implementing preventative measures, and enhancing monitoring systems to detect issues proactively. You'll be instrumental in guiding customers through their journey from initial onboarding to ongoing support, exceeding their expectations every step of the way.
Additionally, as a technical expert, you'll provide high-level engineering support and serve as a knowledge escalation point for the team, while maintaining a professional and customer-centric approach in all interactions. Responsibilities of the Support Center Engineer IV will include:-Manage incidents and problems during major outages, ensuring swift resolution and implementing preventive measures.-Oversee the customer journey experience from initial onboarding (Day 0) to ongoing support (Day 2).-Collaborate closely with customers onsite during onboarding and escalations, offering technical expertise and support as needed.-Serve as a technical knowledge escalation and subject matter expert for the team, resolving high-level escalated tickets efficiently.-Facilitate the onboarding process for new customers, ensuring technical requirements and documentation are completed accurately.-Provide ongoing support to new customers during their first 90 days after going live, addressing any technical issues, and bridging the gap between onboarding and ongoing support turnover.-Develop technical training programs and mentor the team to ensure adherence to best practices in Managed Services and Support Center operations.-Contribute to the smooth execution of customer onboarding processes and solve technically complex or high-profile customer issues.-Assist in the implementation of automation and efficiency practices for Managed Services.-Act as an on-call technical escalation point and oversee tool development to enhance support capabilities.-Manage the customer experience feedback loop and participate in solutioning technology for customers originating in the Support Center.-Work to establish and maintain technology best practices for managed services customers.