Senior Engineer - Cloud & Infra Management

About the role

As a CritSit Manager (CSM), you will proactively monitor all CritSits to determine which require immediate engagement and ensure the CritSit process is followed, with any escalation needs addressed. When engaged, you collaborate with support and engineering teams, following up on case assignment, escalating as needed, and driving continuous traction towards resolution. You will engage with customers to provide strong collaboration and communication for increased trust and satisfaction. During a CritSit, you will share concise status updates demonstrating progress and potential blockers. Success requires demonstrating empathy and de-escalating customers during critical support concerns, instilling confidence and acting as an extension of the customer advocating for attention from the broader Support organization. You will facilitate discussions between customers, Support team members, and Account team members, leveraging relationships and influencing Engineering and Support teams to identify the right technical resources and ensure the right groups are engaged to resolve complex issues. Additional responsibilities include identifying systemic issues and flagging process breakdowns in the CritSit system, driving effective end-to-end technical escalation management, pursuing proactive initiatives to mitigate repeating incident themes, demonstrating urgency and going above and beyond for customers, meeting or exceeding expectations on response quality and overall customer experience, and pushing creative thinking for process improvements and new ways to delight customers.

Required qualifications

• 3 years of customer service, technology industry, or related experience
• Passion for solving customer issues and advocating for their success in a fast-paced, highly technical environment
• Excellent relationship management, customer service, and communication skills in various forms (written, live chat, conference calls, in-person)
• Strong English written and verbal communication skills (other languages may be required depending on location)
• Excellent judgment, decision-making skills, and ability to work under continual deadline pressure
• Strong sense of empathy and compassion during tense customer interactions
• Ability to remain calm, composed, and articulate when dealing with tough customer situations
• Ability to de-escalate a customer quickly, instill confidence, and advocate for them
• Ability to influence and build relationships within the broader Support organization
• Collaborative team player with strong stakeholder management skills
• Ability to manage and work within ambiguity to reach a successful outcome
• Strong prioritization and time management skills
• Excellent multitasking and task prioritization abilities
• Certifications relevant to Microsoft products are helpful
• Ability to work weekends and public holidays is required

Preferred qualifications

• Inquisitive and proactive, actively identifying new problems to resolve
• Escalation management and critical situation handling experience
• Influencing and impact experience working with various groups for common goals

Pay

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Benefits

• Comprehensive Medical Plan covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave