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CUSTOMER SUPPORT Careers @Reltio

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Application Support Engineer

Location: San Francisco Bay Area or Remote (US only)

Primary Duties & Responsibilities

  • Serve as the primary contact for the Reltio customer base. Triage, evaluate, and provide answers to customer and partner questions and issues in accord with our published SLA’s
  • Provide top quality technical support assistance that results in high customer satisfaction
  • Resolve customer technical issues through diligent research, reproduction, and troubleshooting
  • Provide input on product and service related enhancement requests back to Engineering, Product Management, Sales and Marketing teams. that will improve our customers' successful use of our products and drive adoption
  • Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture and their operational impact
  • Participate in a 24/7 on-call rotation, providing after hours support for critical issues submitted
  • Research and develop solutions for customer support cases using extensive product knowledge and troubleshooting techniques
  • Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
  • Author technical documents on common issues and solutions in order to build the knowledge base

General Skills

  • Passionate about customer success
  • Excellent analysis, troubleshooting, and problem solving skills
  • Propensity for hard work and a willingness to perform different roles as required
  • Excellent oral & written communication skills
  • Displays leadership qualities and works well with others
  • Strong ticket management experience with a demonstrated ability to manage competing priorities.
  • Efficient time management skills

Technical & Business Skills

  • Previous experience as a business analyst, support engineer, solution engineer supporting Enterprise-focused applications, preferably with a focus on data management, analytics and big data platforms and technologies highly preferred
  • Able to provide alternate solutions and to exercise independent judgment in developing methods, techniques and evaluation criteria that lead to prompt resolution of issues
  • Outstanding troubleshooting and problem-solving abilities, along with an ability to collaborate cross-functionally
  • Ability to communicate effectively at all levels of the organization and influence others through well articulated and innovative ideas
  • Experience developing or supporting RESTful APIs, web-based development, XML, and Java, is a plus 

Minimum Requirements

  • A minimum of 2-5 years of proven success in enterprise application support and customer service
  • Hands-on experience with Software-As-A-Service (SAAS) based product offerings
  • BA/BS/MS (or equivalent) in a related discipline is desirable

Senior Manager Customer Support

Responsibilities

  • First and foremost, you will be a player/coach for Customer Support, and define the organizational plan, including processes, metrics and organizational structure
  • Configure, use and maintain the Customer Support/Service platform
  • Act as a primary escalation point to own and address customer issues, initially being the main point of triage and tracking of customer support issues
  • Ensure members follow defined process and best practices
  • Partner with sales leadership to deliver highest quality customer experience
  • Partner with Customer Success leadership to communicate best practices to customers and ensure highest possible performance for their campaigns
  • Build, maintain, and grow internal and external tools to drive highest quality of service, as well as most efficient engagement with clients of different sizes and need

Required Skills

  • 5+ years experience hiring and managing technical support teams responsible for meeting aggressive SLA targets globally 24x7x365 a day
  • 2+ years managing a team preferred
  • Experience interfacing directly with engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases
  • Proven track record of building a customer knowledge base, constantly drives for results, knows how to set objectives and break work down into steps, knows how to organize and measure people and activities and manages project interdependencies
  • Expert using and setting up Zendesk
  • Experience support both Enterprise-focused applications, preferably with a focus on data management, analytics and big data platforms and technologies
  • Outstanding troubleshooting and problem-solving abilities, along with an ability to collaborate cross-functionally
  • Ability to communicate effectively at all levels of the organization and influence others through well articulated and innovative ideas
  • Accountability - acceptance of responsibility and willingness to commit to and deliver specific, measurable work products and results
  • BS or BA required & advanced degree desirable