Senior Customer Technical Manager

As the Technical Customer Support Specialist at our company, you will be responsible for owning the portfolio of worldwide eGain customers. Your role will involve being the primary technical point of contact, driving the timely resolution and escalation of all customer issues and enhancements by coordinating across Support, Services, Engineering, and Product teams. Additionally, you will coach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communication. It will be your responsibility to track and identify adoption gaps, collaborate with cross-functional teams to address these gaps, and resolve systemic issues affecting multiple customers. Key Responsibilities: - Own the portfolio of worldwide eGain customers - Drive timely resolution and escalation of customer issues and enhancements - Coach and guide Customer Technical Analysts - Track and identify adoption gaps - Collaborate with cross-functional teams to address adoption gaps and resolve systemic issues Qualifications Required: - Bachelor's degree in a STEM discipline - 5 to 8 years in a technical customer-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services) - Strong working knowledge of AI Technology Solutions, APIs, and integration patterns - Proven track record of owning and resolving high-severity customer escalations - Demonstrated ability to mentor or coach peers The interview process for this position will consist of the following rounds, all of which will be conducted at our Kalyani Nagar office as a one-day process: - Round 1: Communication Test (C2/C1 level expected) - Round 2: Aptitude Test - Round 3: Technical Test - Round 4: Technical Interview (Face-to-Face) We are looking forward to welcoming a talented and experienced individual to our team who can effectively handle technical customer support responsibilities and contribute to our continued success. As the Technical Customer Support Specialist at our company, you will be responsible for owning the portfolio of worldwide eGain customers. Your role will involve being the primary technical point of contact, driving the timely resolution and escalation of all customer issues and enhancements by coordinating across Support, Services, Engineering, and Product teams. Additionally, you will coach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communication. It will be your responsibility to track and identify adoption gaps, collaborate with cross-functional teams to address these gaps, and resolve systemic issues affecting multiple customers. Key Responsibilities: - Own the portfolio of worldwide eGain customers - Drive timely resolution and escalation of customer issues and enhancements - Coach and guide Customer Technical Analysts - Track and identify adoption gaps - Collaborate with cross-functional teams to address adoption gaps and resolve systemic issues Qualifications Required: - Bachelor's degree in a STEM discipline - 5 to 8 years in a technical customer-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services) - Strong working knowledge of AI Technology Solutions, APIs, and integration patterns - Proven track record of owning and resolving high-severity customer escalations - Demonstrated ability to mentor or coach peers The interview process for this position will consist of the following rounds, all of which will be conducted at our Kalyani Nagar office as a one-day process: - Round 1: Communication Test (C2/C1 level expected) - Round 2: Aptitude Test - Round 3: Technical Test - Round 4: Technical Interview (Face-to-Face) We are looking forward to welcoming a talented and experienced individual to our team who can effectively handle technical customer support responsibilities and contribute to our continued success.