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Posted: Sunday, March 12, 2017 12:49 AM

Our customers are primarily developers and operations engineers. They tend to like to discover services themselves and donA?t like to be bothered with marketing information or aggressive sales pitches. As a Senior Support Engineer you are a customer advocate. You are equally passionate about making a user successful as you are about the product. Your goal is to help a prospect choose the right service (it may not be ours), to educate a trial user on how to use the app correctly, to support a customer when things go wrong, and to ensure they are happy at all times. Support: Handle support tickets via Intercom (live chat and email). You should be able to understand a customerA?s issue, and ideally be able to reproduce it. That could require abilities such as spinning up EC2 instances, installing software, configuring collection agents and configuring our app to do what the customer wants it to doEducate: Continuously improve our documentation (knowledge base and api docs), not only when new features are released but also when customers give us ideas on how to improve our documentation. Figure out new ways to help users help themselves (videos, online communities, etc.)Retain: Track metrics and analyze data that predict churn and develop processes to avoid it and hold regular business reviews with customers (face to face or via video conference) to understand the customers state of mind with regards to our service, their needs and requestsCollaborate: Work closely with engineering to learn about new features and to communicate what we learn from customers 3 to 5 years experience in a developer or operations roleBachelorA?s degree, MS a plusExceptional communications skills (written and verbal) to effectively communicate with technical audiences at all skill levelsDetail oriented, able to multi:task, troubleshoot, and demonstrated problem solving skillsStrong understanding of software development life cycles, tools and best practicesStrong understanding of the DevOps philosophy, Self motivated; able to organize and prioritize tasks independently and autonomously LI IN


• Location: Boston

• Post ID: 38679865 boston is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017