Lead Solutions Engineer - Support
Zeotap
Customer Service
Bengaluru, Karnataka, India
Posted on Feb 18, 2025
About Zeotap
Founded in Berlin in 2014, Zeotap started with a mission to provide high-quality data to marketers. As we evolved, we recognized a greater challenge: helping brands create personalized, multi-channel experiences in a world that demands strict data privacy and compliance. This drive led to the launch of Zeotap’s Customer Data Platform (CDP) in 2020—a powerful, AI-native SaaS suite built on Google Cloud that empowers brands to unlock and activate customer data securely.
Today, Zeotap is trusted by some of the world’s most innovative brands, including Virgin Media O2, Amazon, and Audi, to create engaging, data-driven customer experiences that drive better business outcomes across marketing, sales, and service. With an unique background in high-quality data solutions, Zeotap is a leader in the European CDP market, empowering enterprises with a secure, privacy-first solution to harness the full potential of their customer data.
About the Role:
As a Lead Solutions Engineer - Support, you will spearhead our technical support and customer success efforts for enterprise clients utilizing Zeotap's SaaS platform. You will be a technical leader and mentor, guiding a team of Solutions Engineers to deliver exceptional customer service, resolve complex issues, and ensure seamless integrations. You will be responsible for managing escalations, leading client-facing calls, driving process improvements, and collaborating closely with Engineering, Product, Sales, and Customer Success teams to maximize customer value and satisfaction. This role demands a highly motivated individual with a strong technical background, exceptional leadership and communication skills, and a passion for delivering outstanding customer service in a fast-paced, dynamic environment.
Responsibilities:
- Leadership & Team Management:
- Lead, manage, and mentor a team of Solutions Engineers, fostering a collaborative and high-performing environment.
- Provide technical guidance, coaching, and support to team members, ensuring continuous skill development and knowledge sharing.
- Delegate tasks effectively, monitor performance, and provide constructive feedback to promote individual and team growth.
- Conduct regular team meetings to discuss performance, address challenges, and share best practices.
- Participate in the hiring and onboarding of new Solutions Engineers.
- Client-Facing Expertise:
- Oversee the team's engagement with enterprise clients, ensuring they receive timely, accurate, and comprehensive technical support.
- Lead and participate in client-facing calls, providing expert guidance and resolving complex technical issues.
- Build and maintain strong relationships with key customer stakeholders, understanding their business needs and technical environments.
- Proactively identify and address potential customer challenges, ensuring a seamless and positive experience with Zeotap's platform.
- Act as a point of escalation for critical customer issues, driving swift resolution and ensuring customer satisfaction.
- Escalation Management:
- Develop and implement robust escalation management processes, ensuring timely and effective resolution of critical customer issues.
- Oversee the team's handling of escalations, providing guidance and support as needed.
- Collaborate closely with internal teams (Engineering, Product) to resolve complex escalations requiring in-depth technical analysis.
- Monitor escalation trends and identify opportunities for proactive problem prevention and process improvement.
- Process Optimization & Knowledge Management:
- Drive continuous improvement within the support function, identifying opportunities to optimize processes, tools, and workflows.
- Lead the development and maintenance of comprehensive knowledge bases, documentation, and troubleshooting guides.
- Champion the use of automation and scripting to streamline support processes and improve team efficiency.
- Analyze support metrics (ticket volume, resolution times, CSAT) to identify trends and areas for improvement.
- Collaboration & Communication:
- Foster strong cross-functional collaboration with Engineering, Product, Sales, and Customer Success teams.
- Effectively communicate technical information and updates to both technical and non-technical stakeholders.
- Participate in product development discussions, providing feedback and insights from a support perspective.
- Contribute to Zeotap's overall customer success strategy, ensuring alignment between support and other functions.
- Adhere to Security and Compliance Standards:Follow Zeotap’s security and privacy policies, ensuring that customer data is handled in compliance with internal guidelines and industry standards.
Requirements:
- 6+ years of experience in a technical support, solutions engineering, or customer success engineering role within a SaaS or enterprise software environment.
- Proven experience managing and leading a team of technical support professionals.
- Demonstrated success in managing escalations, driving process improvements, and delivering exceptional customer service to enterprise clients.
- SaaS & Cloud Application Support: Expertise with SaaS applications and cloud-based infrastructure (particularly Google Cloud Platform, but any cloud experience is valuable).
- API & Integrations: Deep experience with RESTful APIs, troubleshooting integrations, and providing solutions for complex customer issues.
- SQL & Querying: Strong knowledge of SQL and ability to write and optimize queries for troubleshooting data-related issues.
- Scripting & Automation: Experience with scripting (Python, Bash, Javascript, or Java) to automate workflows and resolve technical issues.
- Monitoring & Troubleshooting: Familiarity with cloud monitoring tools (e.g., Stackdriver, BigQuery, Datadog, Kibana, Grafana, Splunk).
- Exceptional leadership skills, with the ability to motivate, mentor, and guide a team of technical professionals.
- Outstanding verbal and written communication skills, able to effectively communicate complex technical concepts to both technical and non-technical audiences.
- Strong interpersonal and relationship-building skills, with the ability to foster collaboration and build rapport with customers and internal stakeholders.
- Excellent analytical and problem-solving abilities, with a knack for identifying root causes and developing effective solutions.
- Ability to think critically and strategically, anticipating potential challenges and proactively addressing them.
- A passion for customer success and a commitment to delivering exceptional service.
- Proven ability to handle customer escalations with empathy and professionalism, ensuring positive outcomes even in challenging situations.
- Strong sense of ownership, accountability, and initiative.
- Willingness to go the extra mile to ensure customer satisfaction and team success.
- Willingness and ability to work in shifts to provide support coverage across different time zones, as needed. This may include evening or weekend shifts to ensure customer needs are met.
Nice-to-Have:
- Cloud Certifications: Certifications such as Google Cloud Professional Cloud Architect or similar are beneficial.
- Technical Knowledge: Experience with Kubernetes, Docker, or Terraform for managing cloud-based infrastructure.
- Industry Knowledge: Familiarity with Ad-tech, Mar-tech, or similar industries, especially in areas related to privacy, data security, and cloud-based analytics.
Measures of Success:
- Customer Satisfaction (CSAT): Consistently high CSAT scores reflecting exceptional customer service and effective problem resolution.
- Escalation Management: Low escalation rates and high success rate in resolving escalated issues within SLAs.
- Team Performance: High team performance based on metrics such as ticket resolution time, first-call resolution rate, and customer satisfaction.
- Process Efficiency: Demonstrated improvements in support processes, leading to increased efficiency and reduced resolution times.
- Knowledge Management: Comprehensive and up-to-date knowledge base contributions that empower customers and internal teams.
What do we offer:
- Competitive compensation and attractive perks
- Health Insurance coverage
- Flexible working support, guidance and training provided by a highly experienced team
- Fast paced work environment
- Work with very driven entrepreneurs and a network of global senior investors across telco, data, advertising, and technology
Zeotap welcomes all – we are equal employment opportunity & affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Interested in joining us?
We look forward to hearing from you!