As a Solutions and Support Engineer, you are responsible for providing technical solutions and managing relationships with BloomReach’s customers. As a liaison between clients and our technical staff, you are the first line of support for our customers. From handling initial customer inquiries, to front line troubleshooting, to customer management, you are the expert that addresses customer needs. You have an entrepreneurial drive and passion for client management.
Act as the first line of support for customer technical questions and issues
Be the primary technical owner for customer technical success by providing necessary guidance and leadership for technical inquiries
Triage incoming issues and support engineering in quick resolution
Improve efficiencies by documenting and standardizing escalation processes for each customer. Report and share relevant metrics with customers
Define, evangelize and follow internal and customer escalation guidelines. Be the first point of contact when outages occur and to do issue triage and quick resolution
BS in Computer Science or related field, or equivalent practical experience
A solid foundation in computer science, with strong competencies in data structures, algorithms, testing, log analysis, debugging and software design
1-2 years of hands-on experience in either software engineering, engineering program management, technical account management or related field
Ability to work independently on project deliverables in a fast-paced ambiguous environment with proven success in program management, execution and multi-tasking
Proven ability to work in a customer facing role
Excellent interpersonal, communication, negotiation, and collaborative skills
Knowledge of Scripting – Perl, Shell, etc. If this is you and you can prove it – we’re interested in talking with you to be a BloomReach Solutions and Support Engineers.
BloomReach - 10 months ago
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