Customer Tech Support Engineer II

Client Issue Management: Act as the primary point of contact for assigned customer-raised issues, ensuring concerns are fully understood, appropriately prioritized, and progressed through to resolution; Customer Communication: Engage directly with customers via meetings, calls, and written communications, providing timely updates, managing expectations, and maintaining confidence throughout the investigation and resolution process; Issue Triage & Prioritization: Assess incoming incidents, defects, service requests, and enhancement requests, ensuring accurate categorization, prioritization, and routing in line with established processes and service levels; Investigation & Analysis: Conduct initial investigations into customer issues, gathering evidence, reproducing defects where possible, analyzing data, and coordinating with technical teams to assist in root cause identification; Cross-Functional Coordination: Work closely with Product, Engineering, Support, Professional Services, and Customer Success teams to drive issue resolution, remove blockers, and ensure customer commitments are met; Customer Advocacy: Champion the voice of the customer internally by ensuring customer concerns, business impacts, and priorities are clearly communicated to delivery and development teams; Ticket Tracking & Governance: Maintain accurate records of customer issues, actions, decisions, and progress updates within approved systems, ensuring transparency throughout the ticket lifecycle; Trend & Risk Identification: Monitor recurring customer issues and service trends, identifying opportunities for improvement, highlighting potential risks, and escalating concerns where appropriate; Knowledge Management: Create and maintain clear customer-facing and internal documentation, including issue summaries, troubleshooting guides, known errors, and resolution communications; Testing & Validation Support: validation activities for defect fixes, enhancements, and releases, working with customers and internal teams to confirm successful resolution before closure; Service Improvement: Contribute to continuous improvement initiatives by identifying process efficiencies, improving customer communication practices, and helping enhance overall service quality; Customer Success Collaboration: Partner with Customer Success Managers to provide operational insight into customer health, open issues, risks, and emerging concerns that may impact customer satisfaction or retention; Travel : Attend customer sites, workshops, and meetings as required to assist in issue resolution, relationship building and service improvement activities.