Job Duties and Responsibilities

Serve as the technical expert on Reltio platform capabilities for customers as they develop solutions aligning with the customer’s business needs.
Present technical knowledge of architectural designs including integration approaches.
Deliver workshops and advisory services to enhance customer technical understanding, promoting optimal product usage and alignment with Reltio’s best practices.
Hands-on experience working technically with customer engineering (Support), Advanced customer engineering, and cross-functional teams.
Manage customer portfolio of tickets, resolutions, and product enhancement requests.
Own dedicated escalation paths with customers, coordinating resources and driving timely resolution of tickets to exceed customer expectations. Act as a single point of contact for customer engineering issues.
Stay at the forefront of industry trends and challenges and offer Reltio’s customers informed and proactive guidance.
Ensure a seamless onboarding experience, setting the foundation for long-term customer satisfaction.
Participate in customer engagement initiatives, including executive business reviews and CSAT/NPS surveys to cultivate strong partnerships.
Advocate for customer needs, translating them into documentation and product enhancement requests.
Deliver the highest quality customer/partner experience and engage in highly technical discussions.
Ability to travel to customer sites upon request.

Skills You Must Have

Bachelor’s degree in computer science engineering or similar field of study.
5+ years of experience working in a technical support capacity.
5+ years of experience supporting enterprise products in a SaaS in a customer-facing role.
3+ years of experience with Public Clouds AWS/GCP/Azure and their services.
3+ years of experience with REST APIs and integration tools.
3+ years of experience with on-premise or cloud MDM solutions.
Experience in observability and monitoring tools such as LogDNA, CloudWatch, etc.
Experience interfacing directly with Product Management, and engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases.
Excellent reporting/analytical skills - experienced in developing dashboards with reporting technologies and influencing customers/partners by sharing action-oriented insights.
Experience supporting both Enterprise-focused applications, preferably with a focus on data management, analytics, and big data platforms and technologies.
Accountability - acceptance of responsibility and willingness to commit to and deliver measurable work and results.
Excellent communication, problem-solving, risk management, and project management skills.