Job Summary:As a Principal Support Specialist, you will be responsible for providing strategic, expert-level technical support to ensure the highest levels of customer satisfaction. You will play a key role in diagnosing and resolving complex technical issues, leveraging automated technology and instrumentation to prevent future problems. As a senior member of the support team, you will be the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges. Your responsibilities may involve on-site visits to customers, in addition to remote support. You will also mentor junior support team members and provide guidance to improve team performance and technical acumen.
Duties and Responsibilities:- Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues.
- Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues.
- Act as a key technical resource, frequently addressing extremely complex and critical customer issues that require expert-level troubleshooting.
- Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions.
- Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required.
- Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk).
- Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products.
- Mentor and provide direction to junior support staff, sharing knowledge and fostering team development.
- Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability.
- Develop and update technical documentation, procedures, and best practices for both internal and external use.
- Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products.
- Drive customer satisfaction by advocating for customer needs within the support team and across the organization.
- Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.
- Perform other duties as assigned.
Education and Experience:- Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, or similar technical degree/certification.
- 7 plus years of experience with Neumo Core products or 8 years of experience with Applications products in a support role, preferably in a SaaS environment.
- Experience managing and resolving high-priority, escalated customer issues.
- Hands-on experience with the following products and tools: Anti-Virus Software Microsoft Active Directory (AD)Microsoft Domain Name Services (DNS)Microsoft Dynamic Host Configuration Protocol (DHCP)Microsoft Windows Network Printers Microsoft Office Suite Ticketing systems (e.g., Salesforce, Zendesk)
- Project management experience or certifications.
- Prior experience leading cross-functional projects or teams.
Knowledge, Skills and Abilities:- Proven professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels, preferably Neumo.
- Expertise in diagnosing and resolving complex technical problems using automation tools and advanced troubleshooting methods.
- Strong written and verbal communication skills, with the ability to explain complex technical solutions to both technical and non-technical stakeholders.
- Demonstrated leadership skills, with the ability to mentor junior staff and provide direction on complex technical matters.
- Ability to work independently, exercising sound judgment and problem-solving in a fast-paced environment.
- Familiarity with support tools such as Microsoft Office, Jira, Slack, and Salesforce. Strong organizational skills, with experience managing multiple tasks and prioritizing under tight deadlines.
- General system administration tasks Experience with SQL or other coding languages for troubleshooting and automation.
- Strong de-escalation and conflict resolution skills.
Work Environment:
- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:
- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
