Customer Success Engineer – Sustain & Operations
Direct supervisor of a single team of Sustainment Engineers (SEs). Quarterback optimal end‐user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.
Manages the transition of products from Hypercare to Production Support (Transition to Sustain). Reviews SLAs (e.g., uptime, system performance, defect resolution, nightly data pipeline completion, etc.) to confirm they align with business requirements.
Handles incident response. Holds post-mortems to help SEs learn and grow.
Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.
Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.
Act a...