About Us:
We are seeking an experienced Technical Customer Success Analyst to join our team. As a key member of our customer success organization, you will be responsible for delivering exceptional service and support to our customers.
Key Responsibilities:
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Review case priority and maintain strict adherence to SLA requirements based on severity and impact.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* Collaborate closely with R&D and Services teams to replicate and resolve complex technical issues.
Technical Troubleshooting Responsibilities:
* Use Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using tools such as Postman or cURL.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.