Senior Solutions Engineer - Support at Zeotap

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, MarketingIndustries

Requirements

Strong technical background
Ownership mindset
Passion for delivering excellent customer service
Proven ability to mentor and drive team efficiency in a high-growth, fast-paced environment

Responsibilities

Act as the primary technical advisor and product expert for enterprise customers, ensuring high-quality support and expert guidance
Lead and manage client-facing calls, providing timely and effective resolutions to complex technical issues
Build and maintain strong relationships with customers to understand their business needs and deliver tailored support, ensuring maximum value from Zeotap’s platform
Actively engage with clients during escalations and ensure customer satisfaction through effective issue resolution
Own and manage escalated issues from customers, ensuring resolution promptly within SLAs
Provide detailed context and collaborate closely with internal teams to resolve complex cases, including technical configurations and root cause analysis
Establish best practices for escalation management, ensuring all team members follow a consistent and effective process
Mentor junior members of the support team, providing guidance on technical problem-solving, customer interactions, and escalation management
Foster a collaborative team environment, encouraging knowledge sharing, continuous improvement, and high performance
Take ownership of process improvements within the support function, developing and implementing new procedures, tools, and training to optimize team effectiveness
Lead the development of internal knowledge bases, documentation, and troubleshooting guides to empower customers and internal teams
Drive improvements in internal support processes, ensuring efficient and consistent customer experiences while reducing response and resolution times
Proactively identify trends and root causes of recurring issues and collaborate with engineering and product teams to address them at the source
Take ownership of support metrics, including ticket volume, resolution times, customer satisfaction (CSAT), and technical issue trends
Prepare and deliver regular performance reports

Skills

Key technologies and capabilities for this role

Google CloudSaaSCustomer Data PlatformIntegrationsTroubleshootingTechnical SupportMentoringProcess Improvement

Questions & Answers

Common questions about this position

What is the salary for the Senior Solutions Engineer - Support role?

This information is not specified in the job description.

Is this a remote position or what is the location requirement?

This information is not specified in the job description.

What skills are required for this Senior Solutions Engineer role?

The role requires a strong technical background, an ownership mindset, passion for delivering excellent customer service, and proven ability to mentor and drive team efficiency.

What is the company culture like at Zeotap?

Zeotap operates in a high-growth, fast-paced environment, emphasizing collaboration across Engineering, Product, Sales, and Customer Success teams to drive customer success.

What makes a strong candidate for this position?

Strong candidates have a strong technical background, ownership mindset, passion for customer service, and experience mentoring teams in fast-paced settings.

Zeotap

Customer intelligence platform for data enrichment

About Zeotap

Zeotap provides a platform that enables businesses to understand and engage with their customers more effectively through customer intelligence. The main feature of Zeotap's platform is identity resolution, which combines data from various sources to create a single, comprehensive view of each customer. This allows businesses to gain deeper insights and develop personalized marketing strategies. Zeotap integrates high-quality data to support analytics and marketing campaigns, helping clients improve their return on investment by reaching customers through multiple channels, such as email and social media. Unlike many competitors, Zeotap emphasizes privacy and security in its data handling, ensuring compliance with regulations. The company's goal is to reduce customer attrition and drive revenue growth for its clients by providing valuable data and analytics tools on a subscription basis.

Berlin, GermanyHeadquarters

2014Year Founded

$114.2MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Consulting, Enterprise SoftwareIndustries

51-200Employees