Technical Product Specialist, BRIX

Hyphen Solutions; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Hyphen Solutions seeks a technically adept Customer Success Engineer to act as the primary liaison between customers and internal teams, diagnosing and resolving software issues within our SaaS environment.

You will gather feedback, document workflows, and contribute to the product roadmap while ensuring reliable operations across AWS/Azure/GCP, Jira, and Zendesk, coordinating with Implementation, Training, and Sales teams.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems preferred or equivalent practical experience.
• 3+ years in SaaS or enterprise software in a technical customer-facing role.
• Strong troubleshooting across stacks; logs, monitoring tools, and debugging.
• APIs, REST/SOAP, SQL/noSQL databases, and AWS/Azure/GCP.
• Excellent written and verbal communication; translate tech concepts for non-technical audiences.
• Ability to manage multiple engagements and prioritize under pressure.
• Experience with Jira, Zendesk, and customer success frameworks.
• Cloud or product management certifications preferred.

Responsibilities

• Act as the primary technical liaison between customers and internal teams to diagnose, triage, and resolve software issues.
• Troubleshoot incidents, reproduce issues, and coordinate fixes with engineering; manage escalations and track resolution progress.
• Create, maintain, and deliver clear technical documentation, runbooks, and knowledge-based articles.
• Gather and synthesize customer feedback and usage data to inform product roadmap and prioritize feature requests.
• Perform root-cause analysis and recommend long-term solutions to reduce repeat incidents and improve reliability.
• Participate in release planning and validation, including regression checks and acceptance testing in staging environments, when necessary.
• Monitor product health metrics, alerting trends, and help define SLAs and operational best practices.
• Advocate for customers internally while balancing product strategy, scalability, and security requirements.
• Work closely with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely activation of customers.
• Continuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into current customers through customer communication.
• Write SQL statements to research and correct data issues
• Other duties as assigned, including participation in the on-call rotation.

Skills

Self-starter

Initiative

Troubleshooting

Communication skills

Prioritization under pressure

Technical translation

Education

Bachelor's degree in Computer Science, Engineering, Information Systems

Tools

Jira

Zendesk

SQL

Job description

Build Your Future with Hyphen While Our Clients Build Homes with Your Support.

We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The ideal candidate is a self-starter who takes initiative, works independently, and is comfortable managing individual training and development with a high degree of autonomy. The ability to identify learning needs and opportunities, leverage available resources, and take ownership of their continued professional development.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Computer Science, Engineering, Information Systems is preferred, or equivalent practical experience required.
• 3+ years working with SaaS or enterprise software in a technical customer-facing role (e.g., implementation, technical account management, or similar).
• Strong troubleshooting skills across application stacks; experience with logs, monitoring tools, and debugging methodologies.
• Familiarity with APIs, integrations (REST/SOAP), databases (SQL/noSQL), and common cloud platforms (AWS, Azure, GCP).
• Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences.
• Proven ability to manage multiple concurrent technical engagements and prioritize under pressure.
• Experience with ticketing systems (Jira, Zendesk), and customer success frameworks preferred.
• Certifications relevant to cloud platforms or product management preferred.

Essential Duties And Responsibilities

• Act as the primary technical liaison between customers and internal teams to diagnose, triage, and resolve software issues.
• Troubleshoot incidents, reproduce issues, and coordinate fixes with engineering; manage escalations and track resolution progress.
• Create, maintain, and deliver clear technical documentation, runbooks, and knowledge-based articles.
• Gather and synthesize customer feedback and usage data to inform product roadmap and prioritize feature requests.
• Perform root-cause analysis and recommend long-term solutions to reduce repeat incidents and improve reliability.
• Participate in release planning and validation, including regression checks and acceptance testing in staging environments, when necessary.
• Monitor product health metrics, alerting trends, and help define SLAs and operational best practices.
• Advocate for customers internally while balancing product strategy, scalability, and security requirements.
• Work closely with and coordinate with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely activation of customers.
• Continuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into current customers through customer communication.
• Write SQL statements to research and correct data issues
• Other duties as assigned, including participation in the on-call rotation. Team members are required to participate every other weekend. This is not a full-day on-call commitment; availability is only required as needed to address time-sensitive technical issues.