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Armada · 2 weeks ago

Customer Experience Engineer

Bellevue, WA

Full-time

Onsite

Senior Level

$97K/yr - $120K/yr

5+ years exp

Armada is an edge computing startup that provides computing infrastructure to remote areas. They are seeking a Customer Experience Engineer to provide hands-on technical and operational support for their growing customer base, ensuring exceptional customer experience and compliance with government requirements.

Artificial Intelligence (AI)Cloud ComputingData CenterSoftware

Senior Management

No H1B

U.S. Citizen Only

Responsibilities

Serve as the primary technical support for both commercial and Federal customers, ensuring adherence to compliance and security standards (e.g., FedRAMP, ITAR, or equivalent)

Handle L1 (basic troubleshooting), L2 (technical support), and L3 (escalations to engineering) based on issue complexity

Act as a customer advocate, driving resolution for high-priority issues and ensuring a smooth support experience, and ensuring fast response times and SLA compliance

Collaborate with internal teams (Product, Engineering, and Customer Success) to resolve complex technical problems

Own and manage ticketing systems (Zoho Desk, ServiceNow, or equivalent), ensuring efficient issue tracking and resolution

Develop and refine support processes, escalation workflows, and automation strategies to improve efficiency

Monitor support metrics (CSAT, response times, resolution rates) and provide insights to leadership

Assist in building a knowledge base and self-service resources for internal and external use

Identify trends in customer issues and proactively work on solutions to reduce ticket volume

Conduct post-incident reviews to improve root cause analysis and drive continuous improvement

Train and mentor new support hires as the team scales

Qualification

Customer SupportTechnical SupportTicket ManagementCompliance KnowledgeProcess ImprovementAI-driven ToolsProblem SolvingCollaborationOrganizational Skills