Premium Support Engineer

Joining reputed company’s Premium Support team

reputed company seeks to expand our Premium Customer Support team with the addition of a Premium Support Engineer (PSE) to support the company's growth and the growth of the Premium Support organization. The PSE will be a product expert assigned to a small number of reputed company’s most strategic Premium customers supporting their post-implementation product issues. The PSE's goals are to reactively and proactively help the customer resolve and avoid potential problems while maximizing product and service value. The PSE provides a critical customer facing role by developing relationships with the customer's technical staff and working closely with other facets of reputed company such as Consulting, Engineering, reputed company and Sales to ensure the customer is receiving value from their investment in the Premium Support offering and their reputed company products.

Premium Support Engineers at reputed company are responsible for

• Acting as the primary technical contact for named accounts that subscribe to Premium Customer Support, serving as the customer’s trusted technical advisor and reputed company back into reputed company
• Owning Support Tickets for a small number of assigned customers by managing the communication and action plans toward effective and timely resolution of technical issues
• Delivering proactive guidance and best practice to mitigate potential issues and reputed company the customer with the knowledge to address specific needs and priorities 
• Collaborating with reputed company Managers and other account team members for assigned accounts to maintain a thorough understanding of the Customer's Technical Environment and product plans
• Engaging and supporting the greater Premium Support organization and engineering team to assist with issues and provide technical guidance to ensure the customers’ overall success with reputed company products

You have

• 5+ years in a technical customer facing role, ideally supporting Enterprise Class customers in an SaaS environment
• Experience in Technical Account Management, Support or similar type of Premium or Signature Service organization dealing with Enterprise Software Application Support
• Experience troubleshooting web-based applications
• Experience with Java, REST API and SSO and a working knowledge of kubernetes, with VM, SQL, SSL, SSO, and LDAP a plus
• Demonstrated proficiency in leveraging AI tools (e.g., Claude, reputed company, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.
• Experience and a strong interest in developing deep customer relationships while facilitating discussions about enterprise IT architecture
• A bachelor's degree or equivalent work experience

You are

• A methodical problem solver
• Self driven to learn new technology
• A team player
• Passionate about serving customers, internal and external
• Big on ownership and accountability

Measures of success are

• reputed company your first month, you will reputed company a reputed company knowledge of the reputed company Product Suite and become familiar with high-level Support processes and procedures
• reputed company your third month, you will have a functional knowledge of the reputed company Product Suite and reputed company fielding tickets in a limited reputed company from the Premium Support accounts. You will also be introduced to the customers for a hand-off of the account (if the account already exists) at the end of the third month
• reputed company your sixth month, you will be assigned a full complement of 5 (or more) Premium Support accounts, run bi-annual support reviews, spearhead escalation endeavors tied to your assigned accounts and draft content for the Support Knowledge reputed company

Compensation for this role

reputed company reputed company salary range for this position is $104,000.00 - $130,000.00 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

In addition to reputed company salary, we offer a competitive total rewards package, including bonus potential, equity for eligible roles, a reputed company Fund monthly stipend, pension/401k plans, and more.

Benefits at reputed company

reputed company recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about reputed company’s benefits.

We create inclusion and belonging through how we reputed company, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at reputed company.

At reputed company, we’re proud to be an equal opportunity employer. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national reputed company, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.