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Manager, Customer Engineering



Customer Service
Bengaluru, Karnataka, India
Posted on Monday, July 1, 2024

Reltio, Trusted Data Foundation for Your Business Outcomes

About Reltio

At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk and drive growth.
At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and top rankings for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary:

As one of the Managers of Customer Engineering India, you are responsible for ensuring best-in-class service to customers using Reltio Data-driven applications. You will join a leadership team in India that manages a team of skilled support engineers dedicated to providing exceptional technical assistance and customer service. You will be responsible for ensuring timely resolution of customer issues, maintaining high customer satisfaction, and fostering a collaborative team environment. You will ensure that the necessary processes and infrastructure to ensure support is always available, Your team will assist in providing 24x7, world-class technical subject matter expertise that helps customers get the most out of the applications, handles product support questions, troubleshooting, and escalating to Engineering as needed. You will seek to continually improve the efficiency and effectiveness of that team across channels (email, chat, phone, online forums, and customer knowledge base), promote processes, and ensure regular and effective communication.

This role requires strong technical expertise, leadership skills, and a commitment to delivering outstanding support to our customers. The Managers of Customer Engineering report to the Vice President, Customer Engineering on key business health indicators to track customer satisfaction metrics.

Job Duties and Responsibilities:

  • Manage and mentor a team of customer support engineers, providing guidance, coaching, and performance feedback.
  • Oversee day-to-day operations of the customer support team, including ticket management, prioritization, and escalation processes.
  • Responsible for meeting aggressive SLA targets globally 24x7x365 a day in a SaaS environment.
  • Collaborate with cross-functional teams (e.g., Product Development, Engineering, Customer Success, etc) to address customer issues, prioritize bug fixes, and influence product improvements.
  • Ensure adherence to service level agreements (SLAs) and KPIs for response times, resolution times, and customer satisfaction metrics.
  • Develop and implement best practices for incident management, problem resolution, and knowledge sharing within the support team.
  • Maintain technical knowledge of platform and activities required to support implementation of the product.
  • Conduct regular performance reviews, set goals, and foster a culture of continuous learning and improvement among team members.
  • Act as a point of escalation for complex customer issues, providing technical guidance and working closely with engineers to resolve critical problems.
  • Monitor customer feedback and sentiment, identify trends, and proactively address recurring issues to enhance overall customer experience.
  • Prepare and present regular reports on support team performance, customer feedback, and operational metrics to senior management.

Skills You Must Have:

  • Bachelor’s degree in computer science or similar field of study.
  • Proven experience in a customer support or technical support role, with at least 3 years in a managerial or leadership capacity.
  • Strong technical background with hands-on experience in troubleshooting software applications, databases, and network environments.
  • Excellent leadership and people management skills, with a track record of building and motivating high-performing teams.
  • Solid understanding of IT service management principles, including incident, problem, and change management processes.
  • Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers and internal stakeholders.Experience supporting both Enterprise-focused applications, preferably with a focus on data management, analytics and big data platforms and technologies
  • Functional expertise in Master Data Management
  • Ability to thrive in a fast-paced, dynamic environment and prioritize tasks effectively under pressure.

Technical Skills You Must Have:

  • Experience with Public Clouds AWS/GCP/Azure and their services.
  • Experience with REST APIs and have solid experience in using Postman, Curl etc.;
  • Experience with Analytical storages Snowflake, GoogleBigQuery etc;
  • Experience in observability and monitoring tools such as logDNA, Splunk, CloudWatch etc;
  • Java, Python and/or API experience preferred.
  • Experience with support ticketing systems (e.g., Zendesk, ServiceNow) and customer relationship management (CRM) tools.

Skills That Are Nice to Have:

  • Prior experience working with data products within enterprise space.
  • Prior experience working with Salesforce, Snowflake, GoogleBigQuery, etc.

Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.