Verified Job
Jobs
Team Lead Customer Support
Jobs
#225932
Full Time
Job Description
We are looking for an experienced Software Engineer who will join a new ***** team that focuses on our customer’s needs. This position, as part of R&D, ensures customer success by troubleshooting, debugging, and proposing fixes/workarounds to the most complex customer issues escalated by the last tier of Support. You will work closely with other teams in R&D and Customer Support to respond to critical technical incidents and act as a customer advocate within R&D.
This role requires the abilities of both Tier 3 Customer Support and Software Engineering to act as an effective interlink between the two disciplines and to be able to understand the overall Mendix platform infrastructure. The ideal candidate will share our passion and great pride in our customer-first culture.
You’ll help us drive digital innovation:
Work closely with our most important global customers in Europe, USA, Australia, Asia, Middle East and Japan like: Heineken, Continental, Fanny Mae, University of Georgetown, ConocoPhillips, eXp Realty, Ingersoll Rand.
Troubleshoot, debug, and propose bug fixes or architectural changes, within the Mendix platform or related to customer sided implementation.
Work closely with R&D teams on a tactical level to identify structural improvements and improve the customer experience of our platform. Your most important point of contact will be the Software Delivery Managers of the R&D groups.
Work closely with Tier 1 and Tier 2 Customer Support teams to help them expedite ticket resolution, sharing knowledge and experience.
Understand customer use cases to be an effective liaison between R&D and customer to solve complex technical problems.
Take complete ownership of escalations.
Mentor and coach team members as we build out the team.
Identify opportunities to propose new troubleshooting or performance analysis tools for production operations staff.
Participate in future after-hours on-call rotation for critical customer escalations.
Identify and build improvements in our Support processes and tools, both internal and with our partners like SAP, IBM and Siemens.
Work in a smart, young and dynamic team where innovation thrives, and career opportunities are abundant
This role requires the abilities of both Tier 3 Customer Support and Software Engineering to act as an effective interlink between the two disciplines and to be able to understand the overall Mendix platform infrastructure. The ideal candidate will share our passion and great pride in our customer-first culture.
You’ll help us drive digital innovation:
Work closely with our most important global customers in Europe, USA, Australia, Asia, Middle East and Japan like: Heineken, Continental, Fanny Mae, University of Georgetown, ConocoPhillips, eXp Realty, Ingersoll Rand.
Troubleshoot, debug, and propose bug fixes or architectural changes, within the Mendix platform or related to customer sided implementation.
Work closely with R&D teams on a tactical level to identify structural improvements and improve the customer experience of our platform. Your most important point of contact will be the Software Delivery Managers of the R&D groups.
Work closely with Tier 1 and Tier 2 Customer Support teams to help them expedite ticket resolution, sharing knowledge and experience.
Understand customer use cases to be an effective liaison between R&D and customer to solve complex technical problems.
Take complete ownership of escalations.
Mentor and coach team members as we build out the team.
Identify opportunities to propose new troubleshooting or performance analysis tools for production operations staff.
Participate in future after-hours on-call rotation for critical customer escalations.
Identify and build improvements in our Support processes and tools, both internal and with our partners like SAP, IBM and Siemens.
Work in a smart, young and dynamic team where innovation thrives, and career opportunities are abundant
