Senior Customer Support Engineer

Fugue is an infrastructure-level operating system for cloud computing. It builds, enforces, and terminates cloud infrastructure continuously and automatically. Declare your cloud and let Fugue automate the rest. Available for Amazon Web Services.

• Help define and provide feedback & suggestions on improvements to Fugue customer support procedures
• Act as the primary point of contact for customers regarding software product support during post-sales and selected pre-sales situations
• Provide leadership and mentorship to junior members of the customer support team
• Help grow the customer support team by developing criteria for identifying junior team members, including developing interview and hiring plan
• Respond to customer product inquiries via telephone, email, or online chat
• Resolve customer concerns at all stages of product use, including during installation, operation, and software maintenance
• Answer questions regarding Fugue product usage in context of customer use cases, provide trouble-shooting and assist customers per support procedures
• Recognize need to escalate incidents, tickets, emails, etc. to Fugue Product Management, Product Engineering or Documentation teams as appropriate
• Participate in early testing and familiarization of next-release and new software products
• Maintain Customer Relationship Management (CRM) system data per Fugue support procedures

• Strong interpersonal skills and technical product knowledge and expertise, critical to responding to daily customer-centric activities
• Experience and willingness leading others while maintaining high level of hands on technical customer support
• Hands-on experience with Amazon Web Services (AWS) with AWS certification desired
• Extensive hands-on experience with Linux/Unix, Windows and other operating system software environments, sufficient to be able to assist customers who may have less/no experience
• Desire to expand role into leadership/management capacity as customer support team grows
• Experience with other cloud service provider (CSP) platforms