Senior Customer Success Engineer

BrightPattern is a technology leader in Cloud-based Contact Center solutions.  Our headquarters is located in San Bruno, CA and we continue to expand globally.  We are actively sourcing an experienced and highly motivated Senior Customer Success Engineer to join our growing Customer Success Team.  This is a full-time position based in San Bruno.  This position will serve as the “engineering liaison” 24/7/365, providing in-depth technical guidance and directing problem resolution. This position will work closely with both the Customer Success team and the Engineering team in an effort to drive faster resolution of customer issues, foster and maintain communication between BrightPattern teams, and proactively identify areas of opportunity for continuous improvement within the organization as well as the product.  This position reports to the Customer Success Director.

We are looking for a star performer who understands the value of teamwork, has a positive “can do” attitude and can help us delight our Customers while growing our business.

 

Key Responsibilities:

  • Monitor and Identify issues proactively
  • Respond & Resolve Customer escalations within documented SLA windows
  • Open and track to resolution vendor, carrier and internal tickets
  • Act as Engineering Liaison
  • Provide “Root Cause Analysis” for system incidents
  • Provide customers with configuration advice, training, and problem resolution
  • Troubleshoot software solutions in a wide array of configurations
  • Collaborate on Sales proposals and Statements of Work
  • Articulate the value of BrightPattern’s Customer Success through presentations, demonstrations and open discussions with Customers and prospects
  • Effectively communicate resolution plans, progress and status
  • Continually seek opportunities to increase Customer satisfaction and deepen client relationships by interacting effectively at all levels
  • Develop tools for normal, repetitive support tasks
  • Create/maintain documentation of solutions used (work-arounds, procedures, etc.)
  • Implement changes during off hours maintenance windows

 

Required Experience

  • 5+ years recent relevant experience providing customer support, performing maintenance, monitoring and configuration work, in a 7x24x365 cloud computing or telephony environment
  • Strong technical knowledge in the following categories supporting mission critical 24×7 production/cloud environments:
  • Telephony (VoIP/SIP)
  • Networking (Voice and Data networks and protocols, SaaS environments)
  • Systems Administration (ACD, IVR, Dialer, CRM, CTI, etc.)
  • Experience with CRM ticketing systems and coordinating workflow/problem resolutions
  • Must be willing to participate in on-call rotation (Nights/Weekends/Holidays)
  • Ability to communicate clearly (verbal and written skills ) with internal & external customers
  • Familiarity with telecom & network carriers processes and procedures
  • Excellent problem solving and analytical skills
  • Self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction
  • BA/BS or equivalent experience

 

Desirable Qualifications/Experience

  • Understanding of the following voice and data protocols: SIP/RTP/TCP/UDP/HTTP(S)/DHCP/DNS/NAT
  • Understanding of cloud, web & enterprise technologies
  • Experienced in network equipment configuration (Cisco/routers/firewalls)
  • Systems OS, services and hardware configuration (Linux and MS Windows)
  • Telecom equipment configuration (Media Gateway/SIP Proxy/SBCs)
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