Principal Customer Support Specialist

### Job Summary: As a Principal Support Specialist, you will be responsible for providing strategic, expert-level technical support to ensure the highest levels of customer satisfaction. You will play a key role in diagnosing and resolving complex technical issues, leveraging automated technology and instrumentation to prevent future problems. As a senior member of the support team, you will be the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges. Your responsibilities may involve on-site visits to customers, in addition to remote support. You will also mentor junior support team members and provide guidance to improve team performance and technical acumen. ### Duties and Responsibilities: * Offer strategic technical support for [Neumo](https://himalayas.app/companies/neumo) Core and Applications products, ensuring timely resolution of complex customer issues. * Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues. * Act as a key technical resource, frequently addressing extremely complex and critical customer issues that require expert-level troubleshooting. * Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions. * Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required. * Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of [Neumo](https://himalayas.app/companies/neumo) products (including Electronic Support Services like Zendesk). * Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with [Neumo](https://himalayas.app/companies/neumo) products. * Mentor and provide direction to junior support staff, sharing knowledge and fostering team development. * Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability. * Develop and update technical documentation, procedures, and best practices for both internal and external use. * Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of [Neumo](https://himalayas.app/companies/neumo) products. * Drive customer satisfaction by advocating for customer needs within the support team and across the organization. * Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements. * Perform other duties as assigned. ### Education and Experience: * Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, or similar technical degree/certification. * 7 plus years of experience with [Neumo](https://himalayas.app/companies/neumo) Core products or 8 years of experience with Applications products in a support role, preferably in a SaaS environment. * Experience managing and resolving high-priority, escalated customer issues. * Hands-on experience with the following products and tools: Anti-Virus Software Microsoft Active Directory (AD)Microsoft Domain Name Services (DNS)Microsoft Dynamic Host Configuration Protocol (DHCP)Microsoft Windows Network Printers Microsoft Office Suite Ticketing systems (e.g., Salesforce, Zendesk) * Project management experience or certifications. * Prior experience leading cross-functional projects or teams. ### Knowledge, Skills and Abilities: * Proven professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels, preferably [Neumo](https://himalayas.app/companies/neumo). * Expertise in diagnosing and resolving complex technical problems using automation tools and advanced troubleshooting methods. * Strong written and verbal communication skills, with the ability to explain complex technical solutions to both technical and non-technical stakeholders. * Demonstrated leadership skills, with the ability to mentor junior staff and provide direction on complex technical matters. * Ability to work independently, exercising sound judgment and problem-solving in a fast-paced environment. * Familiarity with support tools such as Microsoft Office, Jira, Slack, and Salesforce. Strong organizational skills, with experience managing multiple tasks and prioritizing under tight deadlines. * General system administration tasks Experience with SQL or other coding languages for troubleshooting and automation. * Strong de-escalation and conflict resolution skills. **Work Environment**: * Office setting with a moderate noise level. * The employee will work at an individual workstation, using a telephone and computer. **Physical Demands**: * Must be able to remain seated for extended periods. * Regular use of a computer and other office machinery, such as printers and copy machines. * Occasional movement around the office. * Frequent communication via telephone. ### [Neumo](https://himalayas.app/companies/neumo) Summary: With the backing of four decades of public sector expertise and corporate capability, [Neumo](https://himalayas.app/companies/neumo) has successfully supported government services. [Neumo](https://himalayas.app/companies/neumo) was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States. [Neumo](https://himalayas.app/companies/neumo) is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, [Neumo](https://himalayas.app/companies/neumo) offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more. [Neumo](https://himalayas.app/companies/neumo) offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment. _[Neumo](https://himalayas.app/companies/neumo) is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age._ Originally posted on [Himalayas](https://himalayas.app)