Customer Success Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to Adept clients through phone, email, web, remote sessions, and ticketing systems.

• Identify, troubleshoot, and resolve issues related to Adept applications, Windows Server, SQL Server, IIS, authentication services, CAD integrations, file management, and engineering workflows.

• Oversee customer cases in Salesforce and Atlassian Jira, ensuring precise documentation and timely updates.

• Prioritize and address incidents in line with service level agreements, escalating complex issues as necessary.

• Engage in rotating after-hours, weekend, holiday, and overnight on-call support for critical customer issues.

• Reproduce defects reported by customers and maintain virtual test environments.

• Install, configure, and upgrade Adept software; restore and manage SQL Server databases.

• Set up IIS websites and application pools, as well as install and configure SSL certificates.

• Test software fixes and confirm defect resolutions; log defects and enhancement requests in Jira.

• Create and update knowledge base articles, technical bulletins, installation guides, troubleshooting guides, best-practice documentation, and internal support procedures.

• Review documentation, document recurring issues and their solutions, and disseminate technical knowledge.

• Assist at customer conferences, training events, implementations, product demonstrations, and internal technical training.

• Collaborate with teams in Customer Success, Quality Assurance, Product Management, Development, Professional Services, Sales, and customers.

⛳️ Requirements

• At least 3 years of experience supporting enterprise software applications.

• Proven experience working directly with external customers in a technical support role.

• Preference for experience with PDM, PLM, Document Management, CAD, or Engineering software.

• Strong understanding of Microsoft Windows Server, Microsoft SQL Server, Microsoft IIS, Microsoft Active Directory, SSL certificates, networking fundamentals, Windows Desktop operating systems, virtualization technologies, CAD applications, and Document Management or Product Data Management systems.

• Highly desirable experience with Salesforce, Atlassian Jira, Azure Active Directory / Entra ID, LDAP, SAML / Single Sign-On, PowerShell, and OpenSearch.

• Exceptional verbal and written communication skills.

• Capability to articulate complex technical concepts to both technical and non-technical audiences.

• Professional, patient, customer-focused attitude with strong documentation skills.

• Strong analytical and troubleshooting skills.

• Ability to independently identify root causes and develop effective solutions.

• Skill in managing and prioritizing multiple issues while maintaining attention to detail.

• Sound judgment regarding escalation and prioritization of issues.

• Ability to work collaboratively across departments and a willingness to mentor and share knowledge.

• Strong organizational and time management capabilities.

• Willingness to participate in rotating evening, weekend, holiday, and overnight on-call schedules.

• Capability to occasionally work outside of normal business hours for customer emergencies and planned maintenance.

• U.S. citizenship or permanent residency/work authorization options as specified in the application.

🏝️ Benefits

• Participation in 24x7 on-call rotation support.

• Opportunities for continuous technical learning and professional development.

• Remote work options available.

• Travel opportunities up to 10% for customer meetings, training sessions, or conferences.