Customer Success Engineer (Cloud)

The Customer Success Engineer will provide enterprise-level assistance to our customers. He will diagnose and troubleshoot software and help our customers install applications and programs based on our defined scope.

Customer Success Engineer responsibilities include not limited to resolving issues, configuring operating systems and using remote desktop connections to provide immediate support, this could include site visits as well.

Responsibilities:

• Install and configure operating systems, software, and hardware components, and clearly document the design, maintenance, and support procedures for routine tasks to leverage IT support staff
• Routinely test software for bugs, redundancies, and security issues
• Conduct high-level root-cause analysis for service interruption and establish preventive measures
• Create reports and documentation outlining findings and solutions; oversee the overall backup strategy and daily operations for secure backups and restore testing

Advanced Systems Troubleshooting & Configuration:

• Diagnose and troubleshoot technical issues.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. 2nd layer of support).
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.