Principal Technical Support Engineer

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Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic’s platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, Australia and China.

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Serves as a consultant for the CSE (Customer Support Engineering) organization on all matters pertaining to the business unit or department. Interacts with the largest clients at Seismic in the most difficult technical situations. Drives long term technical and structural improvements across the operations and engineering organization. Brings customer challenges into the company for long term solutions. Recommends technical enhancements based on patterns of customer experience with Engineering leadership. Typically, very persuasive and favorably wins over team in meetings with internal and external personnel. Expert in most functional areas of Engineering.

Used by multiple Engineering Teams for roadmaps, technical design, and guidance as it relates to the CSE organization (Customer Support Engineering). Acts as a force multiplier for individuals and teams. Can drive and resolve issues post handoff to Engineering. Can drive and breakthrough issues stalled within Engineering. Plays a leadership role in shaping the strategic direction of company in terms of process improvement, client base, and scope of work taken on. Brought in on Engineering planning sessions. Broad and deep across all areas. Serves as consultant to the entire Engineering and Operations organization. Adept in use of all advanced tools. Makes an impact on the company's strategic goals. Serves in consultative fashion with architects, VPs, and other leaders. Sets and communicates vision for technical strategy. Raises difficult issues and resolves them through all teams. 

 Makes an impact on the work of the entire team, and potentially other teams. Is seen as a go to resource by other Support team members for best practices and knowledge of systems. Seeks opportunities to improve customer experiences and can de-escalate and resolve complex customer technical challenges. Develops other Technical Support Engineers. Develops Support Engineers capabilities. Demonstrates ability to improve capabilities of other SWAT Engineers, and Support Team. 

What you will do: 

• Represent Support within Engineering at the highest technical levels to meet customer needs.
• Represent the technical and tooling needs of the CSE department within Engineering
• Interact with customers on the most complex technical issues, including engaging with customer’s IT and Security Departments at large organizations. 
• Presents roadmaps and technical plans to resolve customer issues. 
• Identifies and pulls in Seismic’s Engineering resources on customer escalations as needed for guidance and expertise. 
• Provides input into quarterly planning sessions with Product and Engineering as a representative of customers and the CSE organization. 
• Presents updates on customers facing technical challenges to C level executives. 
• Key driver of bringing SRE knowledge and tools to the CSE org, working closely with the SRE/Cloud team.  

Measurements of the Role 

• Direct connections to improvements in Seismic’s NPS score.