Related skills
looker aws jira ai zendesk📋 Description
- Own the support experience for a portfolio; coordinate ticket progress and comms.
- Track follow-up SLAs and cadence; deliver timely updates and ETAs.
- Collaborate with Support Engineers to translate investigations into updates.
- Maintain accurate case hygiene: severity, owner, blockers, Jira links.
- Monitor customer sentiment; flag risks early and escalate as needed.
- Participate in weekend/on-call rotation to support Premium customers.
🎯 Requirements
- 4 years of experience in customer support ops, technical account coordination, or related roles.
- Strong written and verbal communication; deliver crisp updates to customers and executives.
- Ability to work cross-functionally and navigate ambiguity to drive next steps.
- Technical aptitude to learn SaaS/cloud/data integration systems quickly.
- Solid judgment on escalation; balance urgency with accuracy.
- Flexible for after-hours/weekend on-call coverage for Premium customers.
🎁 Benefits
- 100% employer-paid medical insurance
- Generous PTO, sick time, parental leave, holidays, and volunteer days off
- RSU stock grants
- Professional development and training opportunities
- Company virtual happy hours, free food, and team-building activities
- Monthly cell phone stipend
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