Senior Technical Support Engineer (Cloud Focused)
PowerSchool
- Folsom, CA
- $90,000-94,000 per year
- Permanent
- Full-time
- Manage Customer communication for complex, strategic/high-profile, or long-running customer cases that may require interaction with software engineering or Cloud Operations department.
- Responsible for the customer support escalation experience with PowerSchool.
- Assist in solving customers technical issues, using collaboration troubleshooting best practices and transparency within and across team.
- Actively participate in escalation calls with external customers and be able to explain technical issues in a professional manner
- Own the escalated customer issue and provide regular follow ups to customer until resolution; and then following-up with internal and external RCA
- Lead or participate in building communities across Technical Support, Cloud Operations and R&D organizations
- Build customer confidence and be committed to increasing customer satisfaction.
- Provide customer service through effective communication, responsive follow-through, and advocacy for the client issues within internal PowerSchool departments.
- Coordinate customer service technical support escalation projects, ensuring timely and satisfactory resolution of customer issues.
- Participate in internal PowerSchool calls (CloudOps/Support) weekly/biweekly to review escalations and trends, then follow-up with appropriate teams to resolve.
- P0/P1 escalation involvement, monitor escalation channel and follow through with customer communication.
- Assume responsibility for solving customer problems, ensure commitments to customers are met\
- Other duties as assigned.
- Previous hands-on experience with SaaS, PaaS, IaaS and Cloud Infrastructure
- Experience establishing rapport with high profile and demanding customers
- Experience with ITIL or other industry-recognized service management discipline.
- Demonstrated understanding of Problem Management, Change Management and Incident management frameworks
- Working knowledge and experience managing SaaS products on modern cloud platforms e.g., AWS and Azure
- Strong focus on balancing customer’s needs with adherence to operational processes
- Strong analytical and technical problem-solving skills
- Exceptional verbal, written and interpersonal skills
- Ability to grasp technical concepts quickly and explain them to others
- External Customer facing or internal enterprise experience as a technical lead
- Analytical thinker and able to manage multiple competing priorities simultaneously
- Bachelor’s degree in Technology or equivalent education and 10+ years’ experience in the software industry
- Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
- Flexible Spending Accounts and Health Savings Account
- Short-Term Disability and Long-Term Disability
- Comprehensive 401(k) plan
- Generous Paternal Leave
- Unrestricted paid time off (known as Discretionary Time Off - DTO)
- Paid Community and Volunteer Time Off (VTO)
- Wellness Program, including ClassPass & Employee Assistance Program
- Tuition Reimbursement
- Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage
- A reasonable estimate of the base compensation range for this position is $90,000 - $94,000. The compensation range is specific to the United States and incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certificates; internal equity; internal pay ranges; and market data/range parameters.