What you get to do in this role:

• Focus on trend analysis as it relates to customer support cases, the customer experience, and the quality of our product/service
• Influence and drive technical teams to complete root cause analysis (RCA) including the identification of corrective/preventive actions for our service using problem analysis methodology and tracking all elements of the RCA to closure
• Engage Engineering (SW Product, Infrastructure) to deliver fixes in the platform and service to improve MTTR and reduce Customer Support case load
• Work closely with Engineering and Customer Support to identify opportunities for Knowledge Base articles that will reduce case load from our customers, improve Customer Support Efficiency thereby reducing MTTR and improving Problem association to customer support cases
• Host Problem Management and RCA calls with internal support teams as needed

Goals:

• Reduce Red Line
• Problem Queue is managed and up to date, SLAs are met
• Reduced MTTR
• Increased CSAT
• Communicate to peers, Engineering and CS Leadership, and other relevant parties about the health metrics, successes and challenges on a consistent basis