Role Overview
A technical role in a fast‑paced environment that requires interaction with enterprise senior leaders as well as technical staff within IT and Security. Candidates must have an excellent technical and security software foundation, especially for Linux, messaging, and cloud services, and a track record of interfacing with customers on both technical and non‑technical levels. They must also drive concurrent projects and issues to completion with minimal direction and be passionate about delivering a top‑quality customer experience.
Day‑to‑Day Responsibilities
* Provide ongoing and proactive technical leadership and support to strategic customers.
* Manage and monitor support interactions, serve as an internal advocate, respond to escalations, and proactively raise issues when necessary.
* Direct crisis and incident response in collaboration with account, technical support, operations, and engineering teams, ensuring timely resolution and effective communication with customers.
* Meet regularly with clients, remotely and on‑site, to review support interactions, system status, major issues, upcoming releases, and related items.
* Create and deliver executive customer presentations outlining system performance, potential issues, ROI, and recommended actions.
* Develop a deep understanding of customer business and operational needs.
* Maintain practical technical knowledge of the customer environment, including network, security, systems administration, and messaging management.
* Develop and oversee a comprehensive strategy to meet complex customer requirements using the company’s solutions.
* Provide proactive recommendations supporting customer requirements, roadmap, and technical needs; identify and prioritize short‑term and long‑term goals.
* Lead process improvement initiatives to improve customer satisfaction with services and interactions with the team.
* Plan and document risks and challenges for production changes that span multiple services or technologies.
* Schedule own time and manage multiple tasks in a changing environment.
* Make independent judgment within broad parameters.
* Design and implement solutions to complex problems.
Qualifications
* 4+ years of industry experience in client/professional services, sales engineering, senior support engineering, IT operations management, or senior engineering with exposure to multiple technologies.
* Knowledge of data communication concepts and technologies, specifically email, Linux, SMTP, and MySQL.
* Working knowledge of Windows, Active Directory, and Microsoft Exchange.
* Strong customer service and excellent written and oral communication skills.
* History of leading technical staff through crisis situations.
* Adaptable and willing to learn new technologies.
* Knowledge of project management and strong time management skills.
* Capability to work effectively in both team and independent settings.
* Fluent German speaker (mandatory).
Benefits
* Competitive compensation.
* Comprehensive benefits.
* Career success on your terms.
* Flexible work environment.
* Annual wellness and community outreach days.
* Recognition for contributions.
* Global collaboration and networking opportunities.
Equal Employment Opportunity
We encourage applications from individuals of all backgrounds, experiences, and perspectives and provide accommodations during the application or interview process if requested.
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