3.0 - 7.0 years

0 Lacs

pune, maharashtra

On-site

As the primary technical point of contact and trusted advisor for assigned enterprise customers, you will be responsible for building and maintaining deep, strategic relationships with customer stakeholders, including technical teams and senior leadership. Your role will involve understanding customer-specific configurations, customizations, and integration patterns across their AppZen environments. You will collaborate cross-functionally with Engineering, Product Management, Professional Services, CSM, and Support to facilitate alignment between customer goals and AppZen's capabilities. Your insights from customer interactions will be crucial in shaping product improvements and roadmap decisions. Regular technical health reviews, system assessments, and operational check-ins will be conducted by you to ensure optimal platform performance. It will be your responsibility to review upcoming customer events and planned production activities to proactively identify and mitigate risks. Initiatives to improve customer productivity and long-term satisfaction will be driven by you, and you will act as the escalation point for technical incidents, coordinating resolution efforts across internal teams. Additionally, leading in-depth root cause analyses and implementing preventive measures to reduce recurring issues will be part of your role. You will also be expected to enhance support processes and ticket handling by driving internal quality improvements and knowledge-sharing initiatives. Promoting customer self-sufficiency through enabling teams to effectively use AppZen support tools, documentation, and best practices will be essential. Providing expert-level guidance on troubleshooting, integrations, and observability tools will also be a key aspect of your responsibilities. The ideal candidate for this position would have 3-5 years of experience in a TAM, Technical Support, or Solutions Engineering role within a SaaS or enterprise software company. Technical skills required include experience in Python, Go, or similar languages for debugging and automation, a strong knowledge of REST APIs and Postman, proficiency in AWS Console and tools like Kibana or OpenSearch, and an understanding of AI and Data Science concepts as they apply to enterprise solutions. Soft skills such as excellent verbal and written communication, problem-solving, and customer-facing engagement skills are essential. Strong analytical skills, organizational abilities, and an action-oriented mindset are desired traits. A bachelor's degree in Computer Science, Engineering, or a related technical field is preferred for this role.,

Posted 1 week ago

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