Advanced Technical Support Engineer

The Dedicated Support Advocate (DSA) is a member of an elite support team delivering world-class, proactive service for our highest-value enterprise clients across EMEA. Acting as a trusted technical partner, they combine deep platform expertise with exceptional client management to drive system stability and customer success. Our DSAs are strong communicators who bridge complex technical details with strategic business needs, maintaining close client relationships while advocating for their customers across the global organization.

In this role you will...

Dedicated Account Ownership & Case Management

• Act as the primary technical advocate for a designated portfolio of EMEA enterprise accounts, managing complex technical health, operational visibility, and key escalations.
• Provide high-touch written and verbal support, translating backend IT technicalities into clear, executive-ready communication for business leaders.
• Troubleshoot complex multi-system issues, custom configurations, data feeds, and integrations using advanced diagnostic tools and log analysis.
• Replicate intricate customer workflows in test environments to isolate root causes and formulate strategic resolution plans.
• Maintain rigorous operational visibility by documenting key outcomes from customer syncs and reviews directly in case management tools to ensure seamless global team coverage.

• Conduct structured impact analyses for major product releases, evaluating how new features or system updates affect specific customer configurations.
• Partner consultatively with client administrators and leadership to guide them on platform optimization and best practices.
• Clearly articulate problem definitions, risk assessments, and action plans during high-stakes customer interactions.
• Allocate time to strategic account initiatives, process improvements, and cross-functional projects as required.

• About 3-5 years of prior experience in Enterprise Technical Support, Technical Account Management, SaaS Customer Success, or Systems Consulting.
• Highly committed individual with a proven background in solving complex technical problems within enterprise Cloud/SaaS environments (HRIS, Talent Management, or LMS experience preferred).
• Deep technical aptitude and analytical skills, with experience troubleshooting APIs, enterprise data structures, and complex software workflows.
• Strong written and verbal communication skills in English, with the ability to speak confidently and articulately with both system administrators and executive stakeholders.
• Highly organized mindset with a firm understanding of support processes, SLAs, root-cause analysis (RCA), and operational tracking.
• Knowledge Management Mindset: Strong enthusiasm for technical writing and documentation; experience using Knowledge-Centered Service (KCS) principles, creating Knowledge Base articles, and analyzing complex multi-tenant product issues.
• Ability to influence and build productive, collaborative relationships across global engineering, product, and account teams.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working environment.
• Fluency in additional languages (e.g., French, German, or Italian) is an advantage.