Support Engineer

• Lead, coach, and develop a team of 9 Technical Support Engineers
• Mentor the team on technical troubleshooting and communicating with non-technical customers
• Build a culture of ownership and urgency to drive escalations to resolution
• Own SLA performance for the team
• Own the roadmap for AI-assisted triage, including tuning Intercom's Fin agent and evaluating or building internal debugging copilots
• Design repeatable triage processes and playbooks for different customer segments and products
• Identify workflow friction and ship process and tooling improvements
• Partner with Engineering to define technical escalation routing, tracking, and resolution
• Represent the customer voice in engineering and product discussions
• Collaborate with Customer Success and onboarding teams on smooth handoffs and consistent customer experience
• Provide clarity and decisive tradeoffs when priorities compete across teams

Technical Support Engineering Manager

• Manage the end-to-end Quote-to-Cash (Q2C) process and provide hands-on CPQ assistance to Account Managers
• Ensure quotes and orders accurately reflect customer specifications and troubleshoot technical errors through order completion
• Support Vendor Finance deals, account audits, and account transfers/mergers while maintaining data accuracy
• Manage orders, open shipment queries, and replacement requests
• Work with customers to resolve order and shipment issues and support replacement sales order creation
• Serve as the primary point of contact for Mid-Market Account Managers and their customers on Order Management queries
• Collaborate with Finance, Fulfillment, Customer Support, and other cross-functional teams on the end-to-end order process
• Identify and resolve potential quote-to-cash issues to prevent delays and improve efficiency
• Accurately maintain customer and order information in CRM systems such as Salesforce and Zuora
• Follow team SOPs and update records in a timely manner

Account Support Analyst

• Serve as the primary point of contact for Order Management for Enterprise and Strategic Account Managers
• Provide direct support to Account Managers and customers for Order Management-related inquiries
• Address and resolve customer issues related to orders and shipments
• Manage cable orders, open shipment queries, and replacements
• Act as the directly responsible individual for customer RMA requests, including serial numbers, replacements, and account-level device count alignment
• Assist Account Managers with quoting and CPQ (Configure, Price, Quote)
• Accurately capture cable details and additional customer requests in quotes and orders
• Collaborate with Finance, Fulfillment, and Customer Support to coordinate the end-to-end order process
• Identify and resolve potential quote-to-cash issues to prevent delays and improve efficiency
• Maintain customer and order information in CRM systems such as Salesforce and Zuora
• Create sales orders, process churn, and perform account reconciliations as needed