Customer Operations Engineer

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🕒 March 4

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Team8

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏢 Enterprise

🔒 Cybersecurity

💳 Fintech

Enterprise • Cybersecurity • Fintech

Team8 is a company builder and venture group that partners with entrepreneurs to co-found companies in enterprise technology, cybersecurity, artificial intelligence, fintech, and digital health industries. They focus on providing an unfair advantage to startups by integrating expertise, resources, and a community of C-level executives known as the 'Village'. Team8 emphasizes building innovative companies that address significant challenges and opportunities, with a model that involves leading investments in early-stage rounds and collaborating closely with enterprises to facilitate digital transformation.

📋 Description

• 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.

🎯 Requirements

• 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.