Customer Experience Engineer II

Deeply engage with Solution Architects, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a rapid manner. Share insights and recommendations with customers, support, and account teams as well as help contribute to customer-facing documentation to ensure self-remediation to known product issues. Collaborate with software engineers to diagnose and resolve complex product problems. Utilize your knowledge and expertise to mentor others and support the technical development of an international team. Communicate with stakeholders to provide updates and gather additional information as needed. Provide insights and feedback to Engineering and Product Management teams to drive continuous improvement. Collaborate with engineering on new feature testing to ensure customer success. Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years' experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 2+ years' experience directly engaging and managing customer relationships in consultative or account management-oriented roles. 4+ years of experience directly engaging and managing customer relationships in consultative or account management-oriented roles, including communicating effectively with senior stakeholders. Exceptional written and verbal communication skills, with the ability to tailor messaging to diverse audiences. Proven ability to collaborate across teams and overcome obstacles to resolve issues beyond organizational boundaries. Demonstrated passion for data-driven decision making to help diagnose, resolve, and improve service offerings. Interest in adopting and learning new AI tools to enhance efficiency and customer outcomes.