Customer Success and Solutions Specialist, Software

Responsibilities

• Own Tier II software troubleshooting for customer cases.
• Partner closely with Software, Product, and Engineering teams.
• Maintain accurate records of all customer interactions in Salesforce.
• Act as the technical liaison between customers and internal teams.
• Track open issues from triage through resolution.
• Leverage AI tools to accelerate triage and draft customer responses.
• Build and maintain trusted relationships with technical users at customer accounts.

Qualifications

• Three to five years of professional experience in a customer-facing technical role.
• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline.
• Comfortable troubleshooting software issues end to end.
• Practitioner-level comfort with AI tools, including large language models, AI copilots.
• A strong customer serv...