Head of Technology Alliances

About the Team About the Team: Our Technical Support Engineering team is the backbone of our customer success, providing expert assistance and driving efficient solutions to complex technical challenges. We're a collaborative group of problem-solvers, passionate about delivering exceptional support and fostering strong relationships with our customers. Working within a global environment, we value teamwork, innovation, and a commitment to continuous improvement. Responsibilities Work as the primary point of contact for all tickets in your name Act as an escalation point for the Technical Support and Technical Account Management team Analyze and troubleshoot incidents with a one-touch resolution mindset Interpret customer questions on product usage and provide detailed and timely answers Write detailed and thorough escalation notes for sending tickets to senior engineering teams Perform routine follow-ups and ticket management via email and the case management system Write and maintain the internal and external knowledge bases Communicate with customers and internal parties about existing tickets and identify common patterns Provide feedback to management about improvements to processes and procedures Minimum Qualifications 3+ years of professional experience in a Technical Support role within software and/or technology. Exceptional communication skills, both written and verbal, with the ability to clearly convey complex technical concepts to diverse audiences (technical and non-technical, internal and external) in a business-to-business setting. Proven experience in in-depth software troubleshooting, demonstrating a customer-centric approach, a strong sense of ownership, and the ability to maintain a positive and collaborative attitude within a global technical support environment. Ability to create and maintain comprehensive technical documentation, including knowledge-base articles, how-to guides, and troubleshooting guides. Understanding of networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity, coupled with the ability to utilize system-level tools for network troubleshooting and validation of open ports. Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments. Experience of AI. Proficient in navigating and performing basic tasks within a Linux Shell in a professional enterprise environment. Preferred Qualifications Experience reading or writing code with a strong preference for Python. Ability to effectively analyze application logs and data sets to extract relevant information for troubleshooting and resolving technical issues. Ability to build cURL commands and use them as a troubleshooting tool. Experience with TLS and Certificate troubleshooting. Basic understanding of and experience with SAML. Experience with database platforms and ability to troubleshoot reading from databases. Experience with the following platforms: MongoDB Docker OpenVPN #J-18808-Ljbffr