Customer Operations Engineer

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Team8

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2014

🏢 Corporativo

🔒 Cibersegurança

💳 Fintech

Enterprise • Cybersecurity • Fintech

A Team8 é uma criadora de empresas e grupo de venture que faz parcerias com empreendedores para co-fundar empresas nos setores de tecnologia empresarial, cibersegurança, inteligência artificial, fintech e saúde digital. Eles se concentram em fornecer uma vantagem competitiva para startups integrando expertise, recursos e uma comunidade de executivos de nível C conhecida como 'Village'. A Team8 enfatiza a construção de empresas inovadoras que abordem desafios e oportunidades significativas, com um modelo que envolve liderar investimentos em rodadas iniciais e colaborar de perto com empresas para facilitar a transformação digital.

Descrição

• Serve as the highest technical escalation point within support, driving issues to full resolution. • Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise. • Help design and optimize our support platform, workflows, playbooks, and documentation standards. • Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements. • Identify trends from customer interactions and translate them into actionable insights. • Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer. • Support onboarding and ongoing customer usage to ensure value realization. • Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.

🎯 Requisitos

• 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment. • Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations. • Strong troubleshooting skills. • Experience improving support processes and working cross functionally with Product and R&D. • Analytical mindset, comfortable working with metrics, dashboards, and performance tracking. • Excellent customer facing written and spoken communication skills in English. • Proactive, organized, and comfortable in fast paced environments. • Advantage: Cybersecurity background.