Remote: Enterprise Customer Success Engineer

Engineering Remote


Description

Position at J2 Cloud Services

Brief Description

The Customer Success Engineer will be the technical subject matter expert for eFax Corporate’s largest enterprise clients focusing on mission-critical fax and document exchange infrastructure.

Description

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 andTelecom  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 Engineering, Telecom, NOC, NetOps, Product Management or Sales Engineering.

The Customer Success Engineering 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.

Duties

  • Expertise 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.
  • Expertise 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 the 
  • 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.
  •     Minimum of 5 years of experience in software development, focusing on the use of Java, at least 3 years of which should be full-stack development. Ideally, 2+ years professional development experience with Node.js in a web application context.
  •     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.
  •     2+ 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.

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