Responsibilities

• Own the portfolio of worldwide eGain customers as the primary technical point of contact
• Drive the timely resolution and escalation of all customer issues and enhancements coordinating across Support, Services, Engineering, and Product
• Coach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communication
• Track and identify adoption gaps
• Collaborate with cross functional teams to address adoption gaps and resolve systemic issues affecting multiple customers

Education and Experience

• Bachelor's degree in a STEM discipline
• 5 to 8 years in a technical customer-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services)
• Strong working knowledge of AI Technology Solutions, APIs, and integration patterns
• Proven track record of owning and resolving high-severity...