Axiado
Staff Engineer - Customer Engineering
Axiado, San Jose, California, United States,
Job Description
Axiado is seeking an exceptional Customer Engineering Software engineer to join our growing team! This position will report directly to the VP of Customer Engineering and is a challenging opportunity that plays an important role in shaping Axiado’s design wins and growth. This is a highly technical role, providing technical support to Axaido’s customers. The role covers architectural, design, and implementation consultancy support along with triage of field issues.
The Engineer will be required to develop and maintain an expertise of Axiado products and ensure that a high level of customer satisfaction is maintained with customers.
In addition to knowledge of our products, the Engineer will be expected to bring, maintain, and develop knowledge and skills of the surrounding systems, software and vendor landscape, as well as customer requirements and industry best practice.
Provide Customer Support with the recommended troubleshooting steps for technical issues, keep track of unresolved and escalated issues, and take ownership of and drive customer issues until they’re fully resolved.
Troubleshoot a wide array of technical issues within complex customer environments; apply broad concepts and theories to achieve innovative and effective solutions to complex problems.
Collaborate with regional and global peers, share knowledge and be a team player.
Document and open support tickets for Customer issues and drive to achieve the timely resolution of cases.
Follow case management best practices and effectively apply processes.
Lead cross-functional customer experience review sessions with Product and Engineering.
Based on customer calls received and cases created provide trends to engineering teams by identifying possible underlying technical issues and recommending possible solutions.
Work closely with customers to help them gain a good understanding of the technical issues and the paths towards resolution. Provide both strategic and day-to-day technical expertise and support for assigned accounts.
Develop strong technical relationships at the highest levels within the accounts.
Work with engineering to develop support tools for increased supportability of Axiado products by providing requirements collected through customer issue triaging.
Conduct in-depth technical training and transfer of knowledge sessions to enable customers and junior Customer Support members to provide technical support to the end customers.
Contribute to the creation and sharing of knowledge (KCS)
Mentor engineers and manage day-to-day tasks.
Axiado is seeking an exceptional Customer Engineering Software engineer to join our growing team! This position will report directly to the VP of Customer Engineering and is a challenging opportunity that plays an important role in shaping Axiado’s design wins and growth. This is a highly technical role, providing technical support to Axaido’s customers. The role covers architectural, design, and implementation consultancy support along with triage of field issues.
The Engineer will be required to develop and maintain an expertise of Axiado products and ensure that a high level of customer satisfaction is maintained with customers.
In addition to knowledge of our products, the Engineer will be expected to bring, maintain, and develop knowledge and skills of the surrounding systems, software and vendor landscape, as well as customer requirements and industry best practice.
Provide Customer Support with the recommended troubleshooting steps for technical issues, keep track of unresolved and escalated issues, and take ownership of and drive customer issues until they’re fully resolved.
Troubleshoot a wide array of technical issues within complex customer environments; apply broad concepts and theories to achieve innovative and effective solutions to complex problems.
Collaborate with regional and global peers, share knowledge and be a team player.
Document and open support tickets for Customer issues and drive to achieve the timely resolution of cases.
Follow case management best practices and effectively apply processes.
Lead cross-functional customer experience review sessions with Product and Engineering.
Based on customer calls received and cases created provide trends to engineering teams by identifying possible underlying technical issues and recommending possible solutions.
Work closely with customers to help them gain a good understanding of the technical issues and the paths towards resolution. Provide both strategic and day-to-day technical expertise and support for assigned accounts.
Develop strong technical relationships at the highest levels within the accounts.
Work with engineering to develop support tools for increased supportability of Axiado products by providing requirements collected through customer issue triaging.
Conduct in-depth technical training and transfer of knowledge sessions to enable customers and junior Customer Support members to provide technical support to the end customers.
Contribute to the creation and sharing of knowledge (KCS)
Mentor engineers and manage day-to-day tasks.