Advanced Technical Support Engineer

Namely; Mountain View (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

Namely is seeking a Dedicated Support Advocate to serve high-value enterprise clients with proactive, world-class support. You will bridge complex technical details with business needs and maintain close client relationships across the global organization.

You will own designated accounts, analyze system health, resolve escalations, and translate technicalities into executive-ready updates. Strong communication and problem-solving are essential to succeed.

Qualifications

• 3–5 years in Enterprise Technical Support, Technical Account Management, SaaS Customer Success, or Systems Consulting.
• Strong written and verbal communication with executives and admins.
• Knowledge Management mindset; experience with knowledge base creation and KCS.

Responsibilities

• Act as the primary technical advocate for designated enterprise accounts, managing health, visibility, and escalations.
• Provide high-touch written and verbal support with executive-ready communication for business leaders.
• Analyze impact of major product releases and guide platform optimization with client administrators and leadership.

Skills

Enterprise SaaS experience

Strong communication

APIs troubleshooting

Knowledge management

Job description

The Dedicated Support Advocate (DSA) is a member of an elite support team delivering world‑class, proactive service for our highest‑value enterprise clients across EMEA. Acting as a trusted technical partner, they combine deep platform expertise with exceptional client management to drive system stability and customer success. Our DSAs are strong communicators who bridge complex technical details with strategic business needs, maintaining close client relationships while advocating for their customers across the global organization. In this role you will…

Dedicated Account Ownership

Case Management Act as the primary technical advocate for a designated portfolio of EMEA enterprise accounts, managing complex technical health, operational visibility, and key escalations. Provide high‑touch written and verbal support, translating backend IT technicalities into clear, executive‑ready communication for business leaders. Troubleshoot complex multi‑system issues, custom configurations, data feeds, and integrations using advanced diagnostic tools and log analysis. Replicate intricate customer workflows in test environments to isolate root causes and formulate strategic resolution plans. Maintain rigorous operational visibility by documenting key outcomes from customer syncs and reviews directly in case management tools to ensure seamless global team coverage.

Proactive Consulting

Strategic Alignment Conduct structured impact analyses for major product releases, evaluating how new features or system updates affect specific customer configurations. Partner consultatively with client administrators and leadership to guide them on platform optimization and best practices. Clearly articulate problem definitions, risk assessments, and action plans during high‑stakes customer interactions. Allocate time to strategic account initiatives, process improvements, and cross‑functional projects as required.

Required Experience & Qualifications

You've got what it takes if you have… About 3–5 years of prior experience in Enterprise Technical Support, Technical Account Management, SaaS Customer Success, or Systems Consulting. Highly committed individual with a proven background in solving complex technical problems within enterprise Cloud/SaaS environments (HRIS, Talent Management, or LMS experience preferred). Deep technical aptitude and analytical skills, with experience troubleshooting APIs, enterprise data structures, and complex software workflows. Strong written and verbal communication skills in English , with the ability to speak confidently and articulatively with both system administrators and executive stakeholders. Highly organized mindset with a firm understanding of support processes, SLAs, root‑cause analysis (RCA), and operational tracking. Knowledge Management Mindset: Strong enthusiasm for technical writing and documentation; experience using Knowledge‑Centered Service (KCS) principles, creating Knowledge Base articles, and analyzing complex multi‑tenant product issues. Ability to influence and build productive, collaborative relationships across global engineering, product, and account teams.

Demonstrated commitment to valuing diversity and contributing to an inclusive working environment.

Fluency in additional languages (e.g., French, German, or Italian) is an advantage.