Principal Support Engineering Role
- source :: https://docs.google.com/document/d/1R59PHKrFHwI7aergXE73hmEvFitnphobgg49bg6fBD4
- tags :: Career Vision 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.