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Senior Software Engineer - Customer Success & Sustaining (1023189)

Location: Bangalore India
Job ID: 1023189HV
Date Posted: Jan 31, 2023
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): Engineering & Science

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The Company

Hitachi Vantara combines technology, intellectual property, and industry knowledge to deliver data-managing solutions that help enterprises improve their customers' experiences, develop new revenue streams, and lower the costs of business. Hitachi Vantara elevates your innovation advantage by combining IT, operational technology (OT) and domain expertise. Join our team and our employee-focused culture and help drive our customers' data to meaningful customer outcomes.

The Role

We are seeking a senior Customer Success Engineer to join a fast-paced, collaborative Engineering team. In this role, you will become an expert in how the products in our portfolio work and handle the most difficult customer problems escalated into Engineering from Global Support Center. This role is critical to ensure product portfolio and customer success.

Responsibilities

- Engage with the Global Support Center team when they escalate customer issues into Engineering
- Analyze, replicate, root cause complex software problems
- Provide and follow up on action plans to Support teams until customer issues are resolved
- Engage with Support leadership on time sensitive, critical customer issues
- Set and manage expectations of cross-functional stakeholders of customer issues
- Engage with other Customer Success leads across the solution portfolio on issues and projects that go across multiple products in the portfolio
- Help drive improvements in process, knowledge transfer, training, etc.
- Analyze the trends of escalation cases and use the data to advocate for product improvements & enhancements within your engineering team

Experience and Skills

- 6-10 years of experience supporting customers (either in a technical support and/or engineering role) or equivalent
- Advanced problem solving skills
- Some structured programming knowledge in any programming language
- Solid problem solving skills and detail oriented
- Ability to quickly ramp up on new, different technologies and product features
- Ability to convey complex technical information in a clear and concise manner
- Outstanding interpersonal and communication skills
- Strong teamwork, leadership, and initiative to learn
- Relevant formal education, including BSCS or MSCS
- A genuine passion for advocating for customers and your product

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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