Senior Solutions Engineer - Hypercare (Remote)

Five9; United States; Teletrabalho; USD 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Stock options

Annual merit increase

Night shift differential

Paid leave with cash conversion

Health insurance

Resumo da oferta

Five9 is seeking a Solutions Engineer for the Hypercare team in the United States. This senior role serves as the primary contact for Hypercare customers, managing high-impact technical cases and coordinating with TSEs to resolve issues under customer service agreements.

Ideal candidates have 5+ years in software support, knowledge of PBX/ACD/CTI/VoIP/IVR, strong communication, and willingness to travel as needed.

Qualificações

• Minimum 5 years of professional experience with at least 3 years in software support.
• BA/BS or equivalent experience.
• Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Strong written and verbal communication skills.

Responsabilidades

• Serve as the lead point of contact for Hypercare customers.
• Develop and maintain strong customer relationships.
• Ensure timely and successful delivery of solutions.
• Communicate progress to internal and external stakeholders.
• Prepare case analyses and leverage data trends to identify impacts.
• Assist with high-severity requests and escalations as needed.
• Proactively engage with customers during service interruptions.
• Gather requirements, document success criteria, and validate operations.
• Conduct checkpoints with Hypercare stakeholders.
• Fine-tune service deliverables to ensure operational excellence.

Descrição da oferta de emprego

Five9 is seeking a Solutions Engineer for the Hypercare team in the United States. This senior role serves as the primary contact for Hypercare customers, managing high-impact technical cases and coordinating with TSEs to resolve issues under customer service agreements.

Ideal candidates have 5+ years in software support, knowledge of PBX/ACD/CTI/VoIP/IVR, strong communication, and willingness to travel as needed.