Senior Solutions Engineer Support
- zeotap
- 5 - 10 years
- Bengaluru
- 6 days ago
- Email to a friend
- Report this job
Job Description
About ZeotapFounded in Berlin in 2014, Zeotap started with a mission to provide high-quality data to marketers
As we evolved, we recognized a greater challenge: helping brands create personalized, multi-channel experiences in a world that demands strict data privacy and compliance
This drive led to the launch of Zeotaps Customer Data Platform (CDP) in 2020?a powerful, AI-native SaaS suite built on Google Cloud that empowers brands to unlock and activate customer data securely, Today, Zeotap is trusted by some of the worlds most innovative brands, including Virgin Media O2, Amazon, and Audi, to create engaging, data-driven customer experiences that drive better business outcomes across marketing, sales, and service
With an unique background in high-quality data solutions, Zeotap is a leader in the European CDP market, empowering enterprises with a secure, privacy-first solution to harness the full potential of their customer data, About the Role:
As a Senior Solutions Engineer Support, you will play a key role in providing technical expertise and driving customer success for our enterprise clients using Zeotaps SaaS platform
In this senior role, youll not only resolve complex issues and ensure seamless integrations but will also take on additional responsibilities like managing escalations, leading client-facing calls, mentoring the support team, and driving process improvements
You will collaborate across teams ? Engineering, Product, Sales, and Customer Success ? ensuring customers have an exceptional experience and derive maximum value from Zeotaps solutions
This role is ideal for someone with a strong technical background, an ownership mindset, and a passion for delivering excellent customer service, with a proven ability to mentor and drive team efficiency in a high-growth, fast-paced environment, Responsibilities:
Client-Facing Expertise:Act as the primary technical advisor and product expert for enterprise customers, ensuring they receive high-quality support and expert guidance
Lead and manage client-facing calls, providing timely and effective resolutions to complex technical issues, Build and maintain strong relationships with customers to understand their business needs and deliver tailored support, ensuring maximum value from Zeotaps platform
Actively engage with clients during escalations and ensure customer satisfaction through effective issue resolution, Escalation Management:
Own and manage escalated issues from customers, ensuring that issues are resolved promptly within SLAs
Provide detailed context and collaborate closely with internal teams to resolve complex cases, including technical configurations and root cause analysis, Establish best practices for escalation management, ensuring all team members follow a consistent and effective process, Team Mentoring & Leadership: Mentor junior members of the support team, providing guidance on technical problem-solving, customer interactions, and escalation management
Foster a collaborative team environment, encouraging knowledge sharing, continuous improvement, and high performance
Take ownership of process improvements within the support function, developing and implementing new procedures, tools, and training to optimize team effectiveness
Process Building & Continuous Improvement:
Lead the development of internal knowledge bases, documentation, and troubleshooting guides to empower customers and internal teams
Drive improvements in internal support processes, ensuring efficient and consistent customer experiences while reducing response and resolution times
Proactively identify trends and root causes of recurring issues and collaborate with engineering and product teams to address them at the source
Reporting & Metrics:
Take ownership of support metrics, including ticket volume, resolution times, customer satisfaction (CSAT), and technical issue trends, Prepare and deliver regular performance reports to leadership, providing actionable insights and recommendations for improvements
Collaboration with Internal Teams:
Work closely with Engineering, Product, Sales, and Customer Success teams to align technical solutions with customer needs, Collaborate on cross-functional projects and initiatives to continuously enhance the customer experience
Adhere to Security and Compliance Standards:Follow Zeotaps security and privacy policies, ensuring that customer data is handled in compliance with internal guidelines and industry standards
Requirements:
4+ years of experience in a technical support, solutions engineering, or customer success engineering role within a SaaS or enterprise software environment
Proven experience managing escalations and providing high-quality support for large-scale enterprise customers
Demonstrated success in mentoring and leading teams, fostering collaboration, and driving process improvements
SaaS & Cloud Application Support: Expertise with SaaS applications and cloud-based infrastructure (particularly Google Cloud Platform, but any cloud experience is valuable)
API & Integrations: Deep experience with RESTful APIs, troubleshooting integrations, and providing solutions for complex customer issues
SQL & Querying: Strong knowledge of SQL and ability to write and optimize queries for troubleshooting data-related issues
Scripting & Automation: Experience with scripting (Python, Bash, Javascript, or Java) to automate workflows and resolve technical issues
Monitoring & Troubleshooting: Familiarity with cloud monitoring tools ( e-g
, Stackdriver, BigQuery, Datadog, Kibana, Grafana, Splunk)
Exceptional verbal and written communication skills, able to effectively communicate complex technical concepts to both technical and non-technical stakeholders
Strong relationship-building skills, with the ability to manage and maintain customer relationships while aligning internal teams to solve customer challenges
Excellent analytical and troubleshooting skills with the ability to quickly identify root causes and resolve complex technical issues
Ability to manage multiple priorities simultaneously while maintaining a high standard of customer satisfaction
A passion for delivering customer satisfaction and high-quality support
Proven ability to handle customer issues under pressure, maintaining a positive customer experience in challenging situations
Strong sense of ownership, accountability, and initiative
Willingness to take responsibility for the success of the support function and customer experience
Willingness to work across different time zones to support customers, particularly during EU working hours
Nice-to-Have:
Cloud Certifications: Certifications such as Google Cloud Professional Cloud Architect or similar are beneficial
Technical Knowledge: Experience with Kubernetes, Docker, or Terraform for managing cloud-based infrastructure
Industry Knowledge: Familiarity with Ad-tech, Mar-tech, or similar industries, especially in areas related to privacy, data security, and cloud-based analytics
Measures of Success:
Customer Satisfaction (CSAT): High CSAT scores based on customer feedback, demonstrating your ability to solve problems effectively
Escalation Management: High success rate in managing and resolving escalated issues within SLAs
Team Growth & Development: Successful mentoring of junior team members and leadership in process improvements
SLA Adherence: Consistent adherence to SLA targets for response and resolution times
Team Performance: High team performance based on metrics such as ticket resolution time, first-call resolution rate, and customer satisfaction
Knowledge Base Contribution: Regular contributions to the internal knowledge base, improving team efficiency and customer self-service
Proactive Monitoring Initiatives: Active involvement in identifying and addressing potential issues before they escalate
Demonstrated success in setting up and managing proactive monitoring systems to prevent disruptions and optimize system performance
What do we offer:
Competitive compensation and attractive perks
Health Insurance coverage
Flexible working support, guidance and training provided by a highly experienced team
Fast paced work environment
Work with very driven entrepreneurs and a network of global senior investors across telco, data, advertising, and technology
Zeotap welcomes all we are equal employment opportunity & affirmative action employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status, Interested in joining us
We look forward to hearing from you!
Show more Show less
Job Classification
Industry: InternetFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: ZeotapLocation(s): Bengaluru+ View Contact
Keyskills: Senior Solutions Engineer Support
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
zeotap
Zeotap owns three data solutions. Zeotap CDP is the easy, secure and impactful Customer Data Platform that empowers brands to integrate, unify, segment and orchestrate customer data. Zeotap Data delivers quality targeting at scale by enabling the activation of 2,500 tried-and-tested Champion Segment...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in