Customer Experience Engineering IC6

Develops and leads team members to implement an end-to-end training/readiness program. Customer Solution Lifecycle Management * Creates solution health protocols and designs customer procedures. Encourages team members to utilize cross systems to conduct health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment, including all increasingly complex, high-impact, and pending issues are resolved. Shares insights with others as a subject matter expert (SME) and leads others to effectively leverage tools and code effectively to assist customers. Takes initiative to create novel tools. Showcases the functions and purposes of new deployment to the strategic customers and answers their questions/concerns. Serves as a connecting point between the engineering team and customers throughout the solution lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Identifies areas of improvement to accurately capture metrics. Oversees that problems are solved and streamlines processes to address concerns. Leads team members to conduct feature reviews on new deployments to identify gaps and content improvement opportunities. Engages with strategic customers to understand their business and availability needs to then develop guidance to meet deployment needs. Drives and owns customer issues related to the new deployment. * Drives highly complex, high-impact escalations on customer issues from the support or field teams. Prioritizes and escalates specific customer issues to appropriate teams. Provides guidance to team members to conduct and then interprets impact analysis to determine the priority of the escalations. Interprets deep root-cause analysis of the issues to develop improvement opportunities. Assists in following up with the customers to explain the steps taken to resolve the issues. Ensures stakeholders are aligned and informed about the progress on escalations. Leads the resolution of escalations by analyzing and prioritizing data from stakeholders and directing efforts or applying deep subject matter expertise to restore service with minimal disruption to the customer and business. Serves as an escalation resource in areas of subject matter expertise. Proactively represents team on highly complex issues and answers a large variety of technical questions and concerns. Relationship/Experience Management * Leads partnerships with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to prioritize and drive resolutions of highly complex, high-impact customer issues and integration of customer features into the products. In collaboration with internal partner team, delivers highly complex solutions back to the customers. Leads discussions with stakeholders on customer progression and drives resolutions plans for common types of customer issues. Builds partnerships with internal technical teams and provides expertise on updating the troubleshooting resources and internal and external content. Required/minimum qualifications Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. Additional or preferred qualifications Master's Degree in Business Administration, Engineering, or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 15+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. These requirements include but are not limited to the following specialized security screenings: Customer Experience Engineering IC6 - The typical base pay range for this role across the U.S. is USD $165,600 - $296,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $220,800 - $331,200 per year. Certain roles may be eligible for benefits and other compensation.