Global fund that builds and invests in companies in cyber, AI, fintech, and digital health.

Customer Operations Engineer

OperationsOperationsFull TimeRemoteTeam 51-200Since 2014H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

6 days ago

Salary

$90K - $150K / year

3 yrs expEnglishCyber Security

Job Description

• Serve as the highest technical escalation point within support, driving issues to full resolution. • Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise. • Help design and optimize our support platform, workflows, playbooks, and documentation standards. • Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements. • Identify trends from customer interactions and translate them into actionable insights. • Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer. • Support onboarding and ongoing customer usage to ensure value realization. • Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.

Job Requirements

3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment.
Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations.
Strong troubleshooting skills.
Experience improving support processes and working cross functionally with Product and R&D.
Analytical mindset, comfortable working with metrics, dashboards, and performance tracking.
Excellent customer facing written and spoken communication skills in English.
Proactive, organized, and comfortable in fast paced environments.
Advantage: Cybersecurity background.