Technical Escalation Lead StrongMail Systems
THIS JOB HAS EXPIRED The Technical Escalation Lead will be focused on resolving critical customer support escalations through engaging proper resources, eliminating obstacles and identifying the necessary steps for effective case resolution/success. This engineer will respond to situations which have been escalated through Front and Backline Support and will work closely with Sustaining Engineering when a problem cannot be resolved. This individual will provide customer support over phone, email, and potentially onsite and will require the use of analytical skills, ingenuity and creativity.
Escalation Management: 50%
Responsible for defining, agreeing and communicating resolution plans which meet the customer's needs and can be delivered by StrongMail.
Prioritize escalated and non-escalated tasks of the Sustaining Engineering team.
Provide an open channel of communication across teams including customer support, sustaining engineering, core development, and core QA to understand and reproduce customer issues.
Maintain acceptable levels of customer satisfaction by establishing and managing clear expectations and providing critical deliverables within the expected timeline.
Provide follow-through on all cases as needed and ensure that customers? requirements have been met.
Create bug reports and interact with sustaining engineering and core development on product defects and enhancements.
Create test cases or work with customer and sustaining engineering to provide exact means to reproduce customer issues.
Travel to customer sites around the world in the event of a critical situation to expedite resolution as required. (
||1300 Island Drive |
Redwood City, CA 94065
THIS JOB HAS EXPIRED