Customer Support Expert

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €94,910 - €124,970
Senior Customer Experience Engineer

We are seeking a skilled Senior Customer Experience Engineer to empower our customers through exceptional support. As a key member of our team, you will play a critical role in delivering world-class experiences that turn our customers into fans.

Key Responsibilities
  • Track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents.
  • Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag trends/patterns of issues in the products or products misuse across customers. Develop and share insights and best practices with customers.
  • Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the team.
Requirements
  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND relevant experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
  • Demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.
  • Experience with being on-call and driving mitigation for mission critical incidents.
  • Relevant experience with Compute (Linux).
What We Offer

We offer a range of benefits and perks including industry-leading healthcare, educational resources, discounts on products and services, savings and investments, maternity and paternity leave, generous time away, giving programs, and opportunities to network and connect.

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