Customer Experience Engineering IC6
Core
Develops and leads training/readiness programs, creates solution health protocols, and drives resolution of highly complex, high-impact customer escalations to restore service with minimal disruption.
Role type
Senior IC Customer Experience Engineering (Escalation & Lifecycle Management)
Builds
End-to-end customer solution lifecycle management processes and novel tools for deployment optimization
Domain
Technology industry, cloud, customer experience engineering
Required skills
Deep subject matter expertise in customer issues, root-cause analysis, impact analysis, solution health protocols, cross-system health checks, stakeholder alignment, escalation prioritization, partnership building with internal teams, guidance on troubleshooting resources
Preferred skills
Master's degree in Business Administration, Engineering, or related field; 12+ years experience in technology industry, cloud, technical support, or customer experience engineering
Technologies
Cross-system tools, deployment tools, troubleshooting resources
Responsibilities
Lead team members to implement training and readiness programs; Create solution health protocols and design customer procedures; Drive and own customer issues related to new deployments; Drive highly complex, high-impact escalations from support or field teams; Interpret deep root-cause analysis to develop improvement opportunities; Lead partnerships with other teams to prioritize resolutions and integrate customer features; Proactively represent the team on highly complex issues and answer technical questions
Seniority
Senior, hands-on IC with leadership responsibilities
