Senior Customer Technical Manager

Fortune 500 clients and government agencies trust eGain AI knowledge solution to improve customer experience and reduce cost of service. Top rated by Gartner, eGain AI Knowledge Hub orchestrates AI and experts to deliver trusted answers to customers, agents, and field staff.We dream big and sweat details. We are diverse, optimistic, and tenacious. We take pride in what we do but we don’t take ourselves too seriously. If work is fun for you, talk to us. We will not waste your time.ResponsibilitiesOwn the portfolio of worldwide eGain customers as the primary technical point of contactDrive the timely resolution and escalation of all customer issues and enhancements coordinating across Support, Services, Engineering, and ProductCoach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communicationTrack and identify adoption gapsCollaborate with cross functional teams to address adoption gaps and resolve systemic issues affecting multiple customersEducation and ExperienceBachelor’s degree in a STEM discipline3 to 5 years in a technical customer-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services)Strong working knowledge of AI Technology Solutions, APIs, and integration patternsProven track record of owning and resolving high-severity customer escalationsDemonstrated ability to mentor or coach peersOur Hiring Process is “Easy with eGain”Step 1Written testAptitude section – this is a GRE style test (60 minutes or less)Functional section – this is a take-home testStep 2Panel interview (in-person at eGain Sunnyvale office)Next stepEmail your resumé to [email protected] with the position title “Senior Customer Technical Manager” in the email subject.CompensationBase salary is $150,000 per year.Stock options.Please note that the compensation package can vary based on the candidate’s qualifications and experience level.