Support Engineer III – Care Advisor

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

📋 Description

• Oversee assigned customer accounts and manage the overall support relationship.

• Facilitate the transition of new software customers from Professional Services to Software Support.

• Act as the primary escalation manager for critical client issues.

• Coordinate resources across functions and provide timely updates to customers.

• Create and implement action plans to resolve Priority 1 incidents.

• Organize Post-Incident Reviews and Post-Escalation Reviews with customers and internal teams.

• Supervise resources addressing customer issues to ensure prompt resolutions.

• Serve as the main management contact for customers concerning software solution challenges.

• Manage the scope of software support contracts and ensure compliance with service commitments and OLAs.

• Develop, revise, and uphold customer-specific support procedures and escalation documentation.

• Collaborate with internal teams when issues exceed the Software Support scope.

• Monitor customer issues and guarantee visibility and progress towards their resolution.

• Lead daily, weekly, and bi-weekly status meetings with customers.

• Collaborate with Sales and stakeholders on customer business reviews and reporting.

• Serve as a trusted advisor and advocate for clients.

• Enhance customer satisfaction and support NPS goals.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or equivalent work experience is required.

• A minimum of 5 years of experience in Technical Account Management, Software Support, Customer Success, Incident Management, IT Operations, or a related customer-facing technical role.

• Experience in supporting enterprise software applications within a complex technical environment.

• Demonstrated experience in managing customer escalations, critical incidents, and cross-functional teams through resolution.

• Proficiency in communicating technical information to both technical and executive-level stakeholders.

• Strong understanding of incident management, problem management, and customer support best practices.

• Ability to participate in a 24x7 on-call rotation as needed.

• Willingness to work outside standard business hours when necessary to address critical customer issues.

• Willingness to travel up to 10%.

• ITIL Foundation certification or equivalent experience is preferred.

• Experience in financial services, banking technology, payments, or other regulated industries is preferred.

• Familiarity with SaaS, cloud-based, or enterprise software solutions.

• Knowledge of support ticketing systems, service management platforms, and CRM tools.

• Understanding of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

• Excellent written and verbal communication skills.

• Ability to work effectively in a team setting with cross-functional stakeholders.

• Strong problem-solving and analytical skills, with a keen attention to detail.

• Capacity to prioritize and manage multiple tasks in a fast-paced environment.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance packages.

• Flexible work hours and remote work options.

• Opportunities for professional development and continuous learning.

• Generous paid time off and holiday policies.

• Collaborative and supportive work environment.