Critical Response Engineer

Job Description: The Critical Response Engineer’s (CRE) primary responsibility is to provide a superior and world-class customer experience. As a technically advanced member of the Flexential Service Support team, you will be the primary escalation point for complex customer issues. It is vitally important that you are a strong communicator, resourceful, and articulate in communicating identified issues and resolution steps to bring the customer’s request to a resolved state. You will also have a significant role in the Flexential Problem and Knowledge Management process. You may be asked to participate in project work and provide technical resolution for general case and incident management. This position is eligible for work from home arrangements. Key Responsibilities and Essential Job Functions Act with a high sense of urgency during response and resolution of critical support escalations. Perform Case and Incident management within the ITSM ticketing system in a timely, professional, informative and customer first manner. Serve as an escalation and point for the Service Support team for complex customer issues. Participate in efforts to deliver training to less experienced staff members to improve overall team capabilities. Mentor IRA staff to improve individual skills both technical and non-technical (documentation, communication, customer interaction, etc.) Ensure that KBs (Knowledge Base) are created, reviewed, updated, or deprecated in a timely fashion and with a regular cadence so they remain relevant and useful to the Service Support team. Serve as technical expert for customer facing KBs. Constantly collaborate with customers and teammates to determine improvement areas in processes and capabilities. Participate in Problem Management activities, providing technical analysis or solutions that help eliminate recurring incidents within a technical environment, including appropriate escalation to partner technical resources or groups, when required. Assist leadership team in screening/interviewing candidates (both internal and external), for technical skills and team fit. Adhere to the Flexential Core Values (Teamwork, Respect, Urgency, Humility, Openness, Professionalism, Expertise). Assist the frontline team with phone and ticketing queues as needed to fulfill Service Support response and resolution Service Level Objectives. Participate in an on-call rotation to provide a 24/7 escalation point for the FSS (Flexential Service Support) team. This position will require periodic travel to other locations at the discretion and direction of the leadership team for collaboration and training. (