08 Sep
|
Model N
|
Hyderabad
Job Description:
We are seeking a highly motivated and customer-focused Senior Technical Support Engineer to provide advanced technical support on Model N Salesforce-based Global Products for our SaaS and RMS (Revenue Management Services) customers. The ideal candidate will possess strong Salesforce platform knowledge, excellent troubleshooting skills, and the ability to communicate effectively with global customers and cross-functional teams. This role requires a proactive individual who can quickly learn new things, investigate complex issues, and drive resolutions that ensure customer success.
Job Responsibilities
• Provide advanced technical support to Salesforce-based applications and related integration; diagnose and resolve complex business, configuration, data, and platform issues.
• Serve as primary technical point of contact for assigned customers. Build trusted relationships; understand customer organizational structure and business priorities.
• Mentor junior support engineers through feedback, code review, and knowledge-transfer sessions.
• Conduct root cause analyses on complex issues. Review team members' RCAs; validate investigation depth and remediation approaches.
• Organize and lead customer calls, assist with QBRs, and escalation management.
• Investigate drivers for customer dissatisfaction; implement improvements. Meet response and resolution time targets.
• Create and maintain technical documentation: troubleshooting guides, RCA articles, implementation best practices, knowledge base content.
• Drive process improvement initiatives. Identify gaps, propose solutions, and drive adoption.
• Collaborate with Product Development, CloudOps, Qualified Services, and Customer Success to resolve complex issues.
• Lead product upgrades, testing, release validation, and post-deployment support.
• Assist customers with configuration, user management, permissions, workflows, and platform best practices.
Job Qualifications:
Technical Skills
• 6+ years sup
📌 Senior Technical Support Engineer (Hyderabad)
🏢 Model N
📍 Hyderabad