About the Role

As a Senior Customer Support Engineer, you will become the technical partner that customers rely on for their networking needs. Your role will involve immersing yourself in their operations to understand how they run their networks, enabling them to gain maximum value from our solutions. You will take ownership of issues when they arise and engage in complex planning sessions, demonstrating what is possible with our product suite.

Responsibilities

• Act as the technical anchor for customers, providing expert support and guidance.
• Develop a deep understanding of each customer's environment, goals, and constraints to offer tailored solutions.
• Participate in architecture reviews, planning sessions, and Business Reviews in collaboration with Customer Success Managers.
• Assist customers in translating their network management objectives into effective workflows and adoption strategies using our platform.
• Troubleshoot and resolve complex technical issues, ensuring customer satisfaction and loyalty.
• Work closely with cross-functional teams, including Product, Engineering, and TechOps, to address customer challenges and enhance our offerings.

Requirements

• Proven experience in a customer support or technical support role, preferably within the networking or technology sector.
• Strong understanding of network infrastructure, protocols, and management tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional communication and interpersonal skills to build trust and rapport with customers.
• Experience working with engineering teams to translate customer needs into product enhancements.
• A proactive attitude and a passion for helping customers achieve their objectives.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive medical and dental insurance coverage.
• Opportunities for professional development and career advancement.
• Flexible working hours and a supportive work environment.
• Access to the latest tools and technologies to perform your role effectively.
• Join a dynamic team that values collaboration and innovation.