Principal Customer Support Specialist (On-Site)

Avenu Holdings LLC•Birmingham, AL

7d•Onsite

About The Position

As a Principal Customer Support Specialist, you will provide strategic, expert-level technical support to ensure high customer satisfaction. You will diagnose and resolve complex technical issues, leveraging automation and instrumentation to prevent future problems. As a senior team member, you will handle critical escalations, collaborate with engineering, QA, and product teams, and may perform on-site customer support. You will also mentor junior staff and contribute to improving team performance and technical expertise. Neumo Summary: With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States. Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more. Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment. Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.

Requirements

7+ years of experience with Neumo Core products or 8+ years with Applications products in a support role (preferably SaaS).
Bachelor’s degree in Computer Science, MIS, Engineering, Science, Math, Physics, Chemistry, or related field or equivalent technical experience.
Proven experience supporting applications at both functional and technical levels (preferably Neumo products).
Experience managing high-priority, escalated customer issues.
Experience leading cross-functional projects or teams.
Expertise in diagnosing and resolving complex technical issues using automation and advanced troubleshooting.
Strong written and verbal communication skills; ability to explain technical concepts to diverse audiences.
Demonstrated leadership and mentoring ability.
Ability to work independently with strong judgment in fast-paced environments.
Strong organizational and multitasking skills with deadline prioritization.
Familiarity with tools such as Microsoft Office, Jira, Slack, and Salesforce.
Technical experience with: Anti-virus software Microsoft Active Directory (AD) DNS and DHCP Microsoft Windows Network printers Microsoft Office Suite Ticketing systems (e.g., Salesforce, Zendesk) General system administration
Experience with SQL or other programming/scripting languages.
Strong de-escalation and conflict resolution skills.
Must be able to remain seated for extended periods.
Regular use of a computer and other office machinery, such as printers and copy machines.
Occasional movement around the office.
Frequent communication via telephone.

Nice To Haves

Project management experience or certifications preferred.

Responsibilities

Provide strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex issues.
Use automated tools and instrumentation to diagnose, document, and resolve problems while preventing recurrence.
Serve as an expert resource for highly complex and critical customer issues.
Act as the primary contact for escalated support cases, collaborating with engineering, QA, and product management.
Conduct on-site customer support when necessary to resolve high-impact issues.
Deliver post-sales technical support, including troubleshooting and product usage guidance (e.g., Zendesk).
Build and maintain strong customer relationships to ensure satisfaction.
Mentor and guide junior support staff to enhance team capability.
Lead or contribute to cross-functional initiatives and process improvements.
Create and maintain technical documentation, procedures, and best practices.
Perform root cause analysis and collaborate with product/engineering teams to improve system stability.
Advocate for customer needs across the organization to drive satisfaction.
Perform other duties as assigned.