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Tier-1 brand, mid-level account manager title, metro location, and common experience range increase competition density.
Requires SaaS product-support and escalation experience, moderately limiting transferability across non-software industries.
Explicit 5+ years requirement plus mandatory product-support experience and SLA handling make filters moderately strict.
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Serve as primary technical advocate for customers during product issue escalations and lead resolution efforts in collaboration with account and engineering teams.
Conduct regular case review meetings with stakeholders to analyze ticket trends, reduce friction, and update on issue progress.
Lead bridge calls for escalated incidents and participate in weekend on-call rotation to ensure timely incident resolution and monitor overall account health.
5+ years experience in product support role within software or services, preferably in fast-paced SaaS environment.
Bachelor's degree in technical or business field with relevant IT support or SaaS experience.
Strong understanding of customer support workflows including case management, escalation, and SLA adherence.
Experience collaborating cross-functionally with engineering, product, and customer-facing teams; familiarity with databases (MySQL, MongoDB, Elasticsearch) required.
Experienced in managing complex, escalated technical support issues with high-profile enterprise clients.
Skilled in proactive trend analysis and driving continuous support process improvements to enhance customer satisfaction.
Capable of coordinating effectively across sales, support, and engineering teams to align priorities and resolve issues timely in high-stakes environments.