Senior Customer Support Engineer


(San Jose, California)
Full Time
Job Posting Details
About Fugue
Fugue is an infrastructure-level operating system for cloud computing. It builds, enforces, and terminates cloud infrastructure continuously and automatically. Declare your cloud and let Fugue automate the rest. Available for Amazon Web Services.
* Help define and provide feedback & suggestions on improvements to Fugue customer support procedures * Act as the primary point of contact for customers regarding software product support during post-sales and selected pre-sales situations * Provide leadership and mentorship to junior members of the customer support team * Help grow the customer support team by developing criteria for identifying junior team members, including developing interview and hiring plan * Respond to customer product inquiries via telephone, email, or online chat * Resolve customer concerns at all stages of product use, including during installation, operation, and software maintenance * Answer questions regarding Fugue product usage in context of customer use cases, provide trouble-shooting and assist customers per support procedures * Recognize need to escalate incidents, tickets, emails, etc. to Fugue Product Management, Product Engineering or Documentation teams as appropriate * Participate in early testing and familiarization of next-release and new software products * Maintain Customer Relationship Management (CRM) system data per Fugue support procedures
Ideal Candidate
* Strong interpersonal skills and technical product knowledge and expertise, critical to responding to daily customer-centric activities * Experience and willingness leading others while maintaining high level of hands on technical customer support * Hands-on experience with Amazon Web Services (AWS) with AWS certification desired * Extensive hands-on experience with Linux/Unix, Windows and other operating system software environments, sufficient to be able to assist customers who may have less/no experience * Desire to expand role into leadership/management capacity as customer support team grows * Experience with other cloud service provider (CSP) platforms


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