Customer Operations Engineer

As an Upsolver Customer Operations Engineer, you will play a crucial role in ensuring customer satisfaction and success. You will work closely with top customers, addressing their technical challenges and ensuring they gain value from our product. Additionally, you will be responsible for proactive monitoring, onboarding assistance, and identifying opportunities for expansion. Your role will also involve advocating for customer needs within the company and contributing to technical documentation. With at least 3 years of experience in a technical support/engineering role, you will have the opportunity to join a well-funded company and be part of a highly skilled engineering team.

• Work closely with top customers to ensure they gain value from the product and are satisfied with the service provided
• Act as the focal point for any technical-related matters and ensure customer needs are fulfilled
• Participate in proactive monitoring of customer environments and be part of the on-call rotation
• Assist customers with onboarding process and ongoing usage
• Collaborate with sales on accounts planning and identify technical opportunities for expansion
• Define timelines, milestones, and success criteria and ensure their achievement
• Advocate for customer needs within the company
• Contribute to technical documentation on an ongoing basis
• Require 3+ years of experience as a Technical Support Engineer/Data

• 3+ years of experience as a Technical Support Engineer/ Data
• Ability to work closely with customers and the engineering team to solve technical challenges
• Knowledgeable about customers' user journey to make it more efficient and organized
• Oversee code releases and implement systems to improve team efficiency
• Be the focal point for any technical-related matter and ensure customer needs are fulfilled
• Participate in proactive monitoring of customer environments
• Assist with customer onboarding and ongoing usage
• Partner with sales on accounts planning and identify technical opportunities for expansion
• Define timelines, milestones, and success criteria and ensure they are achieved
• Advocate internally for customer needs
• Contribute to technical documentation on an ongoing basis

• Work closely with top customers to ensure value realization and overall satisfaction
• Be the focal point for technical-related matters and own the outcome until fulfillment
• Participate in proactive monitoring of customer environments
• Assist with customer onboarding and ongoing usage
• Identify technical opportunities for expansion and partner with sales on accounts planning
• Define timelines, milestones, and success criteria
• Advocate for customer needs within the company
• Contribute to technical documentation
• 3+ years of experience in technical support, data analysis, or technical customer success
• Excellent customer-facing skills
• Domain experience in SaaS services, cloud solutions, log management, big data, business intelligence, operational intelligence, or threat analysis
• Strong written and verbal communication skills in English
• Positive, self-starter attitude
• Drive and excitement for a dynamic, fast-paced environment
• Ability to manage multiple tasks and adhere to tight schedules
• Detail-oriented and precise
• Strong critical thinking and analytical skills
• Technical hands-on experience and willingness to participate in on-call shifts
• Team-player with the ability to work effectively independently