3 months ago
Responsibilities
- Serve as the technical expert on Reltio platform capabilities and help customers develop solutions aligned with their business needs.
- Present architectural designs and integration approaches to customers.
- Deliver technical workshops and advisory services promoting optimal product usage and Reltio best practices.
- Collaborate hands-on with customer engineering, advanced customer engineering, and cross-functional teams.
- Manage customer tickets, resolutions, product enhancement requests, and dedicated escalation paths.
- Coordinate resources and act as the primary contact for customer engineering issues through timely resolution.
- Provide proactive guidance on industry trends and challenges.
- Support seamless customer onboarding and participate in executive business reviews and CSAT/NPS initiatives.
- Advocate for customer needs by translating feedback into documentation and product enhancement requests.
- Travel to customer sites upon request.
Requirements
- Bachelor’s degree in computer science, engineering, or a similar field.
- At least 5 years of experience in technical support.
- At least 5 years of experience supporting enterprise SaaS products in customer-facing roles.
- At least 3 years of experience with public clouds and their services, including AWS, GCP, or Azure.
- At least 3 years of experience with REST APIs and integration tools.
- At least 3 years of experience with on-premise or cloud MDM solutions.
- Experience with observability and monitoring tools such as LogDNA and CloudWatch.
- Experience working directly with Product Management and engineering teams on product issues and future product requirements.
- Strong reporting and analytical skills, including dashboard development and sharing action-oriented insights.
- Experience supporting enterprise applications, preferably involving data management, analytics, and big data platforms and technologies.
- Strong accountability, communication, problem-solving, risk management, and project management skills.
- Prior experience with enterprise data products is preferred.
- Experience with Salesforce, Snowflake, or Google BigQuery is preferred.
Benefits
- Flexible work arrangements supported by a distributed-workforce model.
- Travel to customer sites may be required.
Tech Stack
Categories
Solutions Engineering
