Lead Customer Success Engineer

Lead Customer Success Engineer will be responsible for managing the technical parts of the processes for the implementation of customer journey thus leading to the utmost Customer Success desired level.

Duties, Responsibilities and Accountabilities:

• Providing customer support for offered products and services

• Develop and deliver best-in-class support to our growing list of customers

• Providing technical support to our clients, managing client issues to resolution.

• Providing detailed documentation to support the issue resolution

• Organizing additional resources from other teams to aid the issue to completion

• Providing the clients with bi/monthly status reports and system health checks

• Should be responsible of understanding the project and desired outcome

• Understanding customers’ complex technical requirements,

• Offering expertise in how to use our product,

• Respond to Customer Tickets and Chat Inquiries,

• Provide efficient and relevant feedback on customer needs and requirements to relevant stakeholders within the business.

Job Internal Relations:

• Support Team Members
• Product Team
• Services Team
• Testing Team
• Quality Team
• UI\UX team

Job External Relations:

• Customers through ticketing system

NOTE: All Job Internal and External Relations are conclusive for the job. They state the minimum relations of the position. Accordingly, those relations are subject to modification at any time as and when found required.

TECHNICAL COMPETENCIES

Educational Qualification:

• Bachelor's degree in computer science (or related field).

Professional Certifications:

• Microsoft.Net (C# and/or VB)
• Excellent in (ASP, MVC)
• Excellent Microsoft SQL development.

Experience:

• Required years of experience must be 5-7 years in Software development field.

Special Technical Skills:

• Experience with .Net framework and with the C# programming language.
• Strong understanding of object-oriented programming
• Develop web applications and websites using MVC architecture (.Net core is a plus).
• Experience with Entity Framework and MS SQL.
• Debug, Test, Deploy, tracing and maintain applications to optimize performance.
• Develop web services/web API.
• Familiar with design patterns.
• Experience with Angular is a plus • Designing and developing large scalable solutions.

BEHAVIOURAL COMPETENCIES

Knowledge, Skills and Abilities (KSAs)

• Excellent command of written and spoken English.
• Professionalism and accountability.
• Excellent communication skills.
• Good research and development skills.
• Accuracy and attention to detail.
• Problem solving and decision making.
• Adaptability and flexibility.
• Ability to learn.
• Analytical thinking.