In a nutshell, you will be a technical consultant and internal advocate for your customers. You are expected to build strong relationships with customers through your technical expertise and genuine interest in solving their business needs. Your role and responsibilities include the following:
- Provide technical assistance to customers to improve system performance, capacity, reliability, and scalability.
- Perform root cause analysis of performance issues and suggest corrective actions.
- Oversee system performance lifecycle and identify key metrics for performance improvements.
- Provide support of performance testing using JMeter that relates to developing test plans, test scripts, and reports.
- Drive retention and growth among our customers by understanding their business needs and helping them succeed.
- Maintain a cadence of communication with customers about their adoption trends, sentiment, and exploring opportunities for deeper engagement.
- Collaborate closely with Sales, Support, and other teams internally and externally to support customer onboarding, renewals, and expansion opportunities.
- Ability to interact effectively and deliver technical concepts to technical and non-technical personnel alike.
- Strong problem solving, troubleshooting skills
- Ability to drive meetings, perform first-level troubleshooting and provide direction towards achieving customer’s goal serve as the point of contact to manage all internal activities to achieve customer’s goals.
- Ensure there are robust procedures and processes within the application support function remit
- Love for technology with a get-to-know-how-it-works attitude.
- Self-motivated, proactive approach while owning processes end-to-end.
- Attention to detail, highly organized, with an absolute focus on quality of result.
- Knowledge in DevOps, software development and testing is a strong positive
- Measures and reports the health of customers and assesses against goals (KPIs).
- Explore and experiment with automated solutions to maximize efficiency.
Preferred Professional and Technical Expertise:
- Bachelor’s degree in Computer Science or related field
- 8+ years of relevant industry experience, especially around customer interaction
- Experience with performance tuning of high-volume, large scale, multi-region Enterprise level applications with millions of simultaneous users is a plus
- Experience with Performance testing and/or load testing is a plus
- Strong understanding of test and verification processes, methods, and tools
- Exceptional verbal &communication skills, highly organized, collaborative with the ability to summarize the needs of the intended audience
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Strong problem solving skills
- Thrives in a startup environment as we move quickly and wear many hats in a dynamic environment
- JMeter scripting experience is a plus