Senior Customer Delivery Specialist – West Coast (United States)

What You'll Do

• Serve as an escalation point for Technical Delivery Specialists and Engineers.
• Identify and communicate product bugs and features as discovered by the customer.
• Lead complex, high-impact onboarding engagements for strategic accounts.
• Serve as a trusted technical advisor for complex workflows and use cases.
• Diagnose and resolve complex technical issues and coordinate with Engineering as needed.
• Design and develop tools for customer consumption as needed.
• Serve as a trusted partner between Product and Engineering to advocate for customer needs and product improvements.
• Mentor Technical Delivery Specialists and Engineers.
• Contribute to strategic initiatives within the Technical Delivery organization.
• Provide enhanced technical support for customer inquiries via ticket and phone calls.
• Lead customer onboarding engagements, including planning, technical setup, and success validation.
• Deliver introductory training sessions and walkthroughs for new customers.
• Troubleshoot and resolve intermediate technical issues related to product usage.
• Assist in the delivery and implementation of customer-facing product documentation.

What We're Looking For

• 3-6 years of experience in a customer-facing role (technical support, onboarding, training, or customer success).
• B.S. Computer Science or equivalent field.
• Familiarity with Elasticsearch and Kibana.
• Basic technical troubleshooting skills and willingness to learn complex software products.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Collaborative mindset and eagerness to learn.
• Ability to prioritize and manage multiple customer engagements simultaneously.
• Passion for technology and helping customers succeed.
• Travel: 25% travel required for customer-engagements and conferences.

Nice To Have Skills

• Experience with Golang, Python, or any other development languages.