Job Summary:

• Hands on Big Data experience including installation, operations, implementation, troubleshooting, tuning (examples of key platforms/tools such as CDH/HDP/MapR/EMR/HDI/Databricks/Dataproc/etc., Hive, Spark, Kafka, HBase, HDFS, oozie, Airflow, YARN, etc.)
• Primary responsibility for implementation of the Unravel platform in the process of securing renewals + growth in existing accounts. 
• Works closely with customers, Unravel account representatives, and the entire company to achieve this
• Focused around existing customer adoption and CSAT, w/ direct ownership for growth+renewal revenue numbers
• Exceedingly strong presentation/soft skills are a must. 
• Example of activities include customer evangelism and technical account penetration, demos, training, enablement, solution/value to requirements workshops
• Helps define/improve customer journey and the teams/tools/processes needed internally to drive key metrics - requires strong self-management/organizational skills
• Interacts heavily with PM/Engineering and serves as conduit for roadmap/futures requests from customers
• Works with Marketing on evangelism and user success stories, enables reference ability via solution/value work for customers
• Heavy in and out of region travel, primarily in-person customer-facing

Skills on Resume: 

• Big Data Expertise (Hard Skills)
• Data Engineering (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Presentation Skills (Soft Skills)
• Customer Success Focus (Soft Skills)
• Project Management (Hard Skills)
• Sales Enablement (Soft Skills)
• Travel Flexibility (Soft Skills)

Job Summary:

• Assist Service Managers to deliver Premium Plus Support service as detailed in the Advanced Support and Care Services Catalogue
• Ensure (third line of) backup for Service Managers
• Assist Service Managers with customer case reviews, analyses, follow-ups and escalations
• Perform remote access testing with customers to ensure immediate customer support
• Attend customer meetings along with Service Managers
• Build regional APAC ownership of Health Checks, Troubleshooting Courses, Reporting and Documentation in terms of maintenance and delivery to customers
• Deliver Care services as per the Advanced Support and Care Services Catalogue
• Promote and propose change in customers' SWIFT environment for resilience and optimization of use of products and services
• Work on a project basis to enhance Service Management tools and processes along with global teams
• Manage Service Management process documentation and monitor process conformance
• Work towards creating innovative ideas to enhance Service Management practice
• Support continuous improvement on Advanced Support and Care services portfolio

Skills on Resume: 

• Customer Support Expertise (Soft Skills)
• Technical Proficiency (Hard Skills)
• Documentation Management (Hard Skills)
• Project Management (Hard Skills)
• Analytical Skills (Hard Skills)
• Communication Skills (Soft Skills)
• Change Management (Soft Skills)
• Innovation and Creativity (Soft Skills)

Job Summary:

• Develop and maintain API/interfaces with third-party systems
• Deploy/integrate the platform into the customer's environment.
• Take ownership of issues that arise during the implementation process.
• Prioritize and manage several open issues at one time
• Respond to technical questions from customers.
• Troubleshoot any issues that may affect connectivity or successful deployments such as firewalls, networking (DNS, TCP, IP), or general internet protocol issues.
• Communicate with customers through voice, email, and chat during the project cycle for deployment.
• Maintain good relationships with clients to ensure customer success
• Maintaining and integrating Widgets on new merchant websites
• Improving and optimizing the Widget products UI & backend server and data structure
• Partner with the product team to scope out and build new features (such as banner ads, and pop-ups)

Skills on Resume: 

• API Development (Hard Skills)
• Platform Integration (Hard Skills)
• Issue Ownership (Soft Skills)
• Multi-tasking (Soft Skills)
• Technical Support (Soft Skills)
• Troubleshooting (Hard Skills)
• Customer Communication (Soft Skills)
• UI/Backend Optimization (Hard Skills)

Job Summary:

• Support customers through the initial deployment and make sure they have a world-class experience getting started with technology (post-sales)
• Coordinate deployment actions with IoT field engineering team
• Create reports for customers
• Conduct customer satisfaction surveys and generally gather input from customers and communicate this to internal stakeholders.
• Make sure we solve any challenges the customer may have and never give them a new problem when they reach out to us.
• Potentially support and train sales channels
• Leading a team of developers who will own building out core features of the Widget
• Cross-team collaboration with Marketing, Sales, Support and other departments to ensure alignment on project scope, product updates, and deployment timelines
• Assist in pre-sales success efforts, such as site assessments and technical installation services
• Work with industrial machine control systems to configure for data streaming and network communications

Skills on Resume: 

• Customer Onboarding Expertise (Soft Skills)
• Project Coordination (Hard Skills)
• Reporting and Analysis (Hard Skills)
• Customer Feedback Management (Soft Skills)
• Problem-Solving Acumen (Soft Skills)
• Training and Support Skills (Soft Skills)
• Team Leadership (Soft Skills)
• Cross-Department Collaboration (Soft Skills)

Job Summary:

• Develop and improve upon existing business and support processes to continue to meet high customer satisfaction standards
• Respond with speed and professionalism to technical issues and needs
• Act as an escalation path for issues being worked on by Customer Success Representatives.
• Install, upgrade and patch Tide Works products.
• Configure Tide Works products to meet customer use cases.
• Document new use cases in the form of business requirements for the Product Engineering department.
• Support the Customer Success Management division when onboarding new customers, including on-site go-live activities.
• Support the sale cycle acting in a pre-sales engineering capacity to the Business Development department.
• Solving customer technical issues
• Automation and monitoring of end-to-end software construction process
• Packaging and deploying node modules

Skills on Res

• Process Improvement (Hard Skills)
• Technical Issue Resolution (Hard Skills)
• Escalation Management (Soft Skills)
• Product Installation (Hard Skills)
• Configuration Management (Hard Skills)
• Business Requirements Documentation (Hard Skills)
• Customer Onboarding (Soft Skills)
• Pre-sales Support (Hard Skills)

Job Summary:

• Manage customers' issues and provide pre/post-deployment support as necessary regarding diagnosis, troubleshooting, resolution, and best practices to ensure customer satisfaction.
• Research, resolve and respond to customer queries received via a web-based interface promptly, by the defined SLAs.
• Managing support cases to ensure issues are recorded, tracked, and resolved, and follow-ups are done promptly.
• Work with the product development and research team to isolate core issues and identify the root cause of the issue being faced by the customer.
• Partner with internal teams to identify if the issue is rooted in the product, customer deployment environment, or user causes.
• Demonstrate a firm grasp of tools and technologies used in the Security Operations Center including Cyber Fusion, SIEM, Threat Intelligence Platforms, Incident Response Platforms, SOAR, Firewall, Vulnerability Management, etc.
• Coordinate deployment training with internal employees, partners, and customers as appropriate.
• Track data to identify patterns in the tickets raised by different customers and identify common customer challenges, product deficiencies, etc.
• Coordinate scheduling and availability with internal teams and customers.
• Work with internal stakeholders to maintain and innovate existing deployment methods, technologies, and documentation

Skills on Resume: 

• Customer Issue Management (Soft Skills)
• SLA Adherence (Hard Skills)
• Case Management (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Collaboration Skills (Soft Skills)
• Technical Proficiency (Hard Skills)
• Training Coordination (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary:

• Identify customer pain points and communicate needs with appropriate internal teams and keep customers informed of progress.
• Interact closely with internal teams to share customer feedback and product enhancement suggestions.
• Work closely with the internal teams to identify and implement up-selling, and cross-selling efforts such as new tool integrations, new use cases, new product deployments by a growing customer user and technology base.
• Understand customers' business objectives and apply expertise to timely resolve issues and ensure customer success.
• Ensure customer success by identifying new use cases, driving customer-centric innovation opportunities, and establish sales success stories/customer references.
• Drive retention and growth among customers by understanding business needs and helping them succeed.
• Collaborate with internal teams to ensure quality and timely product deployment and customer onboarding.
• Prepare reports, summaries, and case studies to document learnings on enhancing customer success and support processes.
• Ensuring products are in a deliverable state for project teams
• Staying up to date with potential security vulnerabilities
• Managing and architecting upgrade paths

Skills on Resume: 

• Customer Needs Analysis (Hard Skills)
• Feedback Communication (Soft Skills)
• Sales Strategy Development (Hard Skills)
• Business Objective Alignment (Soft Skills)
• Use Case Identification (Hard Skills)
• Customer Retention Strategies (Soft Skills)
• Project Management (Hard Skills)
• Reporting and Documentation (Hard Skills)

Job Summary:

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Impact global performance of factories and route to sustainability.
• Leverage data to create value-added services for the industry leaders engaged in the program.
• Develop a portfolio of digital services for the targeted persona such as curative maintenance to help workers to restart faster the equipment, predictive maintenance to help production technicians to anticipate failures, and quality optimization to help quality managers to reduce natural resources waste.
• Investigate best-in-class industry problem resolutions through curiosity and continuous self-development.
• Build prototypes for industry-specific issues that can integrate sensors, hardware and advanced data analytics.
• Travel and meet with customers onsite to discover and understand needs.
• Ensure customers are updated on new product features and have developed a roadmap to implement.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify industry challenges and actively suggest better solutions.
• Gather customer product feedback to help product management define the product roadmap.
• Partner closely with R&D and Product Management teams to translate business needs and product requirements into new solutions for customers.

Skills on Resume: 

• Customer Empathy (Soft Skills)
• Sustainability Impact (Hard Skills)
• Data Analysis (Hard Skills)
• Digital Service Development (Hard Skills)
• Continuous Learning (Soft Skills)
• Prototyping (Hard Skills)
• Customer Engagement (Soft Skills)
• Collaborative Problem Solving (Soft Skills)

Job Summary:

• Troubleshoot complex customer problems to establish the root cause of problems and form a solution
• Workaround across a range of environments.
• Debug software defects escalated through the field and provide solution to customer
• Build and maintain a library of technical documentation designed 
• Help accelerate issue resolution and reduce time required to resolve
• Assist in software deployment activities
• Proactively prevent issues that could have a negative impact on customers
• Participate in an on-call rotation to ensure 24/7 coverage
• Automate repetitive processes and work on enhancing self-serve features to reduce the time to resolve and increase efficiency.
• Creating and maintaining process documentation
• Managing Github Flow-like release patterns

Skills on Resume: 

• Problem Solving (Soft Skills)
• Technical Documentation (Hard Skills)
• Debugging Expertise (Hard Skills)
• Deployment Support (Hard Skills)
• Proactive Issue Prevention (Soft Skills)
• On-Call Support (Soft Skills)
• Process Automation (Hard Skills)
• Version Control Management (Hard Skills)

Job Summary:

• Go above & beyond to provide world-class customer experiences, resolve customer inquiries, and overall put customers first
• Own the implementation and launch life-cycle for new customers
• Provide technical analysis and resolution of underlying problems through Zendesk, emails, phone
• Proactively provide customer training/onboarding calls to help clients find success in the Kontakt.io platform.
• Provide appropriate documentation on the reported issues and provide regular status reports to internal stakeholders and external customers
• Adhering to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction
• Report and record customer issues and implement solutions. 
• Engage with broader team members to identify and resolve technical issues
• Conduct defined processes and solutions, such as compliance to escalation procedures and customer support processes
• Support technically the sales & marketing team and current sales process.

Skills on Resume: 

• Customer-Centric Approach (Soft Skills)
• Implementation Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Customer Training (Soft Skills)
• Documentation Skills (Hard Skills)
• SLA Compliance (Hard Skills)
• Issue Resolution (Hard Skills)
• Collaborative Problem Solving (Soft Skills)