Customer Success Engineer - $120,000
Company: Consensus Cloud Solutions
Location: Ann Arbor
Posted on: August 6, 2022
Job Description:
Consensus Cloud Solutions is hiring for Full Stack Developer -
Customer Success. The Customer Success Engineer will be the
technical point of contact for eFax Corporate s most important
enterprise clients. The Customer Success Engineer will be the
technical subject matter expert for the eFax Corporate product
offerings including the Enterprise API, eFax Router, Mobile
Applications and custom integrations. The Customer Success Engineer
will need to understand the eFax Network Configuration, Hardware
and Telecom Interconnects. The Customer Success Engineer will work
with new customers during their on-boarding and implementation and
existing customers who face technical issues. The Customer Success
Engineer will work closely with Customer Service and Customer
Success Managers to address escalations of technical issues for
these VIP Customers. During the resolution of a technical issue,
the Customer Success Engineer may engage with Engineering, Telecom,
NOC, NetOps, Product Management or Sales Engineering. The Customer
Success Engineer may respond to these escalations through
communication with the Customer Support Representative, Customer
Success Manager or directly with the Customer. Communication will
be through email, instant messaging applications, phone calls and
zoom video calls. We Offer:
- Competitive Compensation: $120,000
- Remote Work Schedule
- Great Benefits; Medical, Dental, Vision and Life Insurance
- Health Savings Account, Flexible Savings account, Employee
Assistance Program
- Employee Referral Bonus, Tuition Reimbursement, Internet
Reimbursement
- Paid Holidays, Vacation and Sick Time
- Growth Opportunities and much more Duties
- Become an expert on the eFax Corporate product suite including
the core fax to email product as well as the SOAP and Enterprise
(RESTful) API for provisioning and faxing, eFax Router, eFax
Messenger and the eFax Mobile Application.
- Become an expert on the eFax backbone, eFax Collocations, eFax
Inbound Platform and eFax Outbound Platform.
- Receiving escalations on technical issues from Customer Service
and Customer Success Managers.
- Resolving technical escalations and communicating back to
Customer Service, Customer Success Managers and it some instances
to Customers.
- Working with the Enterprise Sales Engineers and Teams, becoming
aware of new customer applications that will be supported upon
contract conclusion.
- Document resolutions so that Customer Service and Customer
Success Managers can reuse.
- Identify systemic issues and work with relevant departments to
propose solutions.
- Identify gaps in product functionality and working with Sales
Engineers and Product & initiate new backlog items.
- Taking ownership of enterprise customer issues reported and
seeing problems through to resolution.
- Researching, diagnosing, troubleshooting and identifying
solutions to resolve application and system issues.
- Be responsible for proper escalation of unresolved issues to
the appropriate internal teams.
- Full responsibility for owning issue troubleshooting and
resolution as liaison with customers.
- Partner with engineering and DevOps teams to troubleshoot
production issues on behalf of efax Corporate clients.
Qualifications/Requirements
- Minimum of 2 year of customer service experience with direct
client interaction and issue resolution responsibilities.
- 3+ years Professional experience with Java frameworks (e.g.
Spring, Spring Boot, etc.), and preferably one or more Node.js
frameworks (e.g., Express, Hapi, Derby, etc.).
- Deep understanding of API lifecycle development; responsible
for software development and code quality.
- 2+ years experience with system administration and
troubleshooting in any combination of Linux and Windows
systems.
- 2+ years working within Amazon Web Services or similar cloud
systems for development and production applications, with an
emphasis on automated build and deployment, high availability, and
scale.
- 3+ years professional experience creating automated unit tests
in Java and/or Node.js
- Deep understanding of DevOps and Continuous Delivery Tools such
as CodePipeline or Jenkins.
- Proficient with Jira, Confluence, and git toolset.
- Professional experience with at least one Java framework (e.g.
Spring, Spring Boot, etc.), and preferably one or more Node.js
frameworks (e.g., Express, Hapi, Derby, etc.).
- Professional experience with any of the following is also
helpful: Node.js and its associated frameworks (e.g., Express,
Hapi, Derby, etc.), C++, C#.
- Excellent knowledge of Internet/Web technologies, such as web
browsers, AJAX, HTTP, HTML/XML, REST, JavaScript, CSS, XSL/XSLT,
etc.
- Understanding of software development life cycle methodologies
(particularly Agile). Hands-on experience with Agile/Scrum &
Waterfall process environments.
- Excellent communication skills.
- Consistently exhibits a personal accountability to outcomes to
all team members, peers, and stakeholders.
- Strong organizational skills, including the ability to respond
quickly in a fast-paced environment.
- Able to prioritize and manage multiple projects simultaneously
in order to meet deadlines.
Keywords: Consensus Cloud Solutions, Ann Arbor , Customer Success Engineer - $120,000, Engineering , Ann Arbor, Michigan
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