Neumo · United States
Principal Support Specialist
As a Principal Support Specialist, you will be responsible for providing strategic, expert-level technical support to ensure the highest levels of customer satisfaction.
About the Role
We are seeking an experienced and skilled Principal Support Specialist to join our team. As a senior member of the support team, you will play a key role in diagnosing and resolving complex technical issues, leveraging automated technology and instrumentation to prevent future problems.
Responsibilities:
Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues.
Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues.
Act as a key technical resource, frequently addressing extremely complex and critical customer issues that require expert-level troubleshooting.
Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions.
Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required.
Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk).
Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products.
Mentor and provide direction to junior support staff, sharing knowledge and fostering team development.