Solutions Engineer • Senior

Who you are

As a Senior Solutions Engineer, you have a proven track record of providing advanced technical support and managing high-impact technical cases. You excel in building and maintaining strong, long-lasting relationships with customers, ensuring their needs are met and issues are resolved promptly. Your communication skills allow you to effectively convey progress and updates to both internal and external stakeholders, fostering a collaborative environment. You thrive in a team-first culture and are committed to living the company's values of diversity and inclusion.

You understand the importance of customer satisfaction and are dedicated to delivering timely and successful solutions. Your experience in technical support enables you to navigate complex issues and work closely with Technical Support Engineers to ensure a seamless customer experience. You are proactive in cultivating relationships with key customer stakeholders, ensuring that their concerns are addressed and resolved efficiently.

Desirable

While not required, experience in cloud contact center software or related fields would be beneficial. Familiarity with technical support processes and tools can enhance your effectiveness in this role. A background in customer service or account management may also be advantageous as you work to build strong relationships with customers.

What you'll do

In this role, you will serve as the lead point of contact for all matters related to Hypercare customers. You will manage high-impact technical cases, ensuring that all break/fix issues are resolved in accordance with customer service agreements. Your responsibilities will include collaborating with Technical Support Engineers to guarantee timely status updates and effective communication with customers. You will prepare and communicate progress reports on weekly and monthly initiatives, ensuring that all stakeholders are informed.

You will also play a key role in fostering a team-first culture within Five9, contributing to an inclusive environment where diverse perspectives are valued. Your ability to build and maintain strong relationships with both customers and internal teams will be crucial to your success. You will work closely with various departments to facilitate effective communication and ensure that customer needs are met.

What we offer

Five9 offers a supportive and inclusive work environment where you can thrive and grow in your career. You will have the opportunity to work with a diverse team that values collaboration and innovation. The company is committed to empowering employees to be their authentic selves, fostering a culture of respect and inclusion. As part of the Hypercare Team, you will have the chance to make a significant impact on customer experience and satisfaction.

We encourage you to apply even if your experience doesn't match every requirement. Five9 is an equal opportunity employer, and we celebrate diversity in our workforce. Join us in bringing joy to customer experience and be part of a team that is dedicated to making a difference.