Integration Leadership: Partner with Customer Success Managers (CSMs) during customer integration phases, leading technical processes for a seamless and efficient experience.
Process Enhancement: Document customer interactions, reflecting insights to the product team, and collaborating on technical documentation, SDKs, and best practices.
Responsibilities:
Pre-Production Testing: Conduct necessary tests with customers pre-production, and drive product and R&D teams to develop tools enhancing this process.
Technical Account Management: Act as a technical account manager, participating in regular calls with the CSM team.
Proactive Monitoring: Monitor customer behaviors such as usage patterns and API interactions, proactively addressing potential issues with the CSM team and customers.
Support Team Escalation Point: Serve as the escalation point for the support team for connectivity and API-related issues.
Proficiency in Rabbit MQ and other messaging systems.
Strong scripting skills in various languages.
Deep understanding of cloud environments and Kubernetes platforms.
Rapid learning ability to keep up with evolving technologies.
Familiarity with monitoring tools like Grafana and Colorlogix.
Competence in database querying and manipulation.
Experience working with ticketing systems such as Salesforce.
Solid understanding of API calls and their integration.
Qualifications:
Bachelor's degree in engineering, Business administration or a related field.
5 years of experience in a similar role.
Strong problem-solving skills and ability to work under pressure.
Excellent communication and interpersonal skills.
Ability to work unusual hours (when needed) including weekends and holidays
Ability to work collaboratively in a team environment.
