Job description

About your role...

Job Title Customer Success Engineer Leader Tier 2

Manager Head of Customer Success Shared Services

Customer
Department

Role Purpose
Guide the Tier 2 Customer Success Engineer team by providing intermediate technical support and handling
escalated customer cases. This role is key in refining troubleshooting strategies, solving more complex technical
issues, and contributing to product improvement through the analysis of escalated problems and customer
feedback. The aim is to elevate the team's capability to resolve technical challenges efficiently, ensuring superior
customer satisfaction by addressing and resolving escalated technical inquiries with expertise and precision.

Responsibilities
Manages a team of Tier 2 support engineers who handle more complex customer issues.

Provides technical expertise and guidance to Tier 2 engineers.

Develops and maintains knowledge bases and troubleshooting resources.

Collaborates with other teams (development, IT) to resolve escalated problems.

Analyzes trends and identifies opportunities for root cause resolution.

Monitors and reports on Tier 2 performance metrics and customer satisfaction.

Job description

Skills and Experience

Advanced technical knowledge and problem-solving skills

Experience with customer support workflows and escalation procedures

Excellent communication and collaboration skills, including technical communication

Ability to train and mentor Tier 2 engineers

Data analysis and reporting skills

Strong analytical and investigative skills

Behaviours
Ambitious - Drive, Planning & Execution
Adventurous - Flexibility, Resilience & Savvy thinking
Community - Collaboration & Communication