Technical Solutions Specialist

As part of the Engineering department, the Technical Solutions Specialist, Level 2 helps bridge the technical gap that can exist between Engineering and the Customer Success and Sales teams. This role involves knowledge of all aspects of the product from the underlying technologies and data structures to current and planned future capabilities to how customers are using the product to solve their problems and achieve organizational goals. The Technical Solutions Specialist, Level 2 is responsible for level 2 support, performing tasks in support of Customer Success and Sales, working with the Product team to analyze root causes of perceived product limitations and issues, and effectively communicating and escalating issues to Engineering when necessary., * Level 2 IT/Support troubleshooting

• Interface between Engineering and Customer Success teams
• Technical resource for Sales and Customer Success teams

Responsibilities and Expectations

• Become a Cerkl Broadcast expert - Attain a deep understanding of the Cerkl Broadcast platform and how enterprise customers use the product to reach their organizational goals
• Align with Customer Success (CS) on technical support solutions and tooling to allow the CS team to work effectively and efficiently with little to no impact on the Development team or SLA standards
• Own and manage the CS escalation process in the role of Level 2 support involving product improvements and issue investigations
• Provide tailored troubleshooting, configuration guidance, and best practices both internally and externally to customers in all phases of their lifecycle
• Perform additional tasks as assigned and take ownership of their outcomes

• Excellent written and verbal communication skills
• Ability to research, read and trace code to troubleshoot, and solve technical issues independently
• Strong understanding of relational databases and SQL
• Good working knowledge of web technologies including web services, data extraction technologies, and various file and data transfer protocols
• Detail oriented and well organized with an eye for process improvement
• Ability to take ownership of tasks and meet deadlines

Nice to Have

• Experience utilizing Jira and Confluence to manage projects and documentation
• Experience with various Microsoft software and 365 services including: Azure, Exchange, SharePoint, Power Automate, etc.
• Experience with: Postman/Custom API, Sendgrid, Google Cloud Platform, CDN services, DNS configuration, SSO configuration

Job Type: Full-time

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance