Org Web Adapter

Editing pages/principal_support_engineering_role.org

#+title: Principal Support Engineering Role

- source :: https://docs.google.com/document/d/1R59PHKrFHwI7aergXE73hmEvFitnphobgg49bg6fBD4
- tags :: [[id:39d5c7c1-0143-4273-b44f-aa797e6eda78][Career Vision]] [[id:42e8bc96-305b-4cf3-b770-4fe136008328][Career Roles]] [[file:pages/15five_customer_support.org][15Five Customer Support]]
- availability :: https://calendly.com/15five-colin/customer-support

* Status
** Mondays - Backfilling [[id:d2fc1f50-b020-4f19-a882-2434f80ca378][Partnership Squad]]
** Tuesdays - Support
- Review Service Cloud
- Review Triage board
** Wednesdays - Support
- Review Service Cloud
- Review Triage board
** Thursdays - No meetings, tool building or mentoring
- Explore issue resolution via tooling
- Pull in Tier 1 or 2 support folks to help
** Friday - Documentation and mentoring
-
* Overview
Customer Experience defines success with 15Five’s customers. Our Customer
Support team is integral to building great relationships with our partners and
customers so that we can continue to help build high performing teams and
organizations.

The Principal Support Engineer is responsible for assisting with advanced
support issues through chat, email and occasionally video. A 15Five product
expert, you have experience troubleshooting product issues with customers,
working closely with internal and customer development teams to solve issues
quickly and expediently, and have a tireless appetite for problem solving and
learning. In addition, you enjoy and find energy in mentoring Tier 2 and support
engineer team members in improving their knowledge of our product and how to use
the tools we have to improve support outcomes.
* Focus
** 40 (16h) - Technical Troubleshooting
*** Help customers troubleshoot technical support topics including HRIS, SCIM, SAML SSO, API, and SFTP integration issues
*** Ad-hoc meetings will be used as needed to drive toward successful resolution
*** Debug integration setups with customer development teams
*** Report and communicate bugs via Jira and Salesforce Service Cloud
*** Work with product engineers and devops team members to resolve urgent issues promptly
** 30 (12hd - Process Improvement
*** Manage support tool improvement projects as needed to improve effectiveness of entire support team
*** Recommend improvements to the onboarding and integration process to the research and development team
*** Continuously meet team response time, quality score and CSAT SLAs
*** Find new ways to delight customers and improve the team’s metrics
*** Stay current with product updates, system changes, and customer support team procedures and best practices

** 20 (8h) - Technical Writing
** 10 (4h) - Mentoring support team members