Customer Reliability Specialist
About the role
As a Customer Reliability Specialist, you play a critical role in ensuring the stability, performance, and reliability of MAJIQ solutions within customer environments. Acting as the customer’s technical advocate for system reliability and operational issues, and as an extension of their IT and operational support teams, you take ownership of issues impacting their use of MAJIQ solutions. You investigate software and process-related issues, perform detailed diagnostics and troubleshooting, and coordinate cross-functional efforts to restore service, resolve complex challenges, and reduce recurrence. Success in this role requires strong analytical thinking, a structured approach to problem solving, and exceptional communication skills. You must be able to translate complex technical findings into clear, actionable information for both technical and non-technical audiences while maintaining a high level of customer confidence throughout the resolution process.
Responsibilities
- Own customer-reported incidents, service disruptions, and reliability concerns submitted through the MAJIQ Customer Portal from initial assessment through resolution.
- Investigate, diagnose, and troubleshoot software, system, process, and data-related issues impacting customer operations.
- Lead or contribute to root cause analysis, identifying contributing factors and coordinating corrective and preventive actions that improve overall solution reliability and reduce recurrence.
- Reproduce reported issues in test environments and document clear, repeatable validation and reproduction steps.
- Gather and analyze logs, system data, customer workflows, and diagnostic information to isolate and resolve issues