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ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as the primary technical liaison between customers and internal teams to diagnose, triage, and resolve software issues.

• Troubleshoot incidents, reproduce issues, and coordinate fixes with engineering; manage escalations and track resolution progress.

• Create, maintain, and deliver clear technical documentation, runbooks, and knowledge-based articles.

• Gather and synthesize customer feedback and usage data to inform product roadmap and prioritize feature requests.

• Perform root-cause analysis and recommend long-term solutions to reduce repeat incidents and improve reliability.

• Participate in release planning and validation, including regression checks and acceptance testing in staging environments, when necessary.

• Monitor product health metrics, alerting trends, and help define SLAs and operational best practices.

• Advocate for customers internally while balancing product strategy, scalability, and security requirements.

• Work closely with and coordinate with Hyphen departments including Application Support, Implementation, Training, Sales and Accounting to ensure the timely activation of customers.

• Continuously drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into current customers through customer communication.

• Write SQL statements to research and correct data issues

• Other duties as assigned including on-call rotation.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Computer Science, Engineering, Information Systems is preferred, or equivalent practical experience required.

• 3+ years working with SaaS or enterprise software in a technical customer-facing role (e.g., implementation, technical account management, or similar).

• Strong troubleshooting skills across application stacks; experience with logs, monitoring tools, and debugging methodologies.

• Familiarity with APIs, integrations (REST/SOAP), databases (SQL/noSQL), and common cloud platforms (AWS, Azure, GCP).

• Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences.

• Proven ability to manage multiple concurrent technical engagements and prioritize under pressure.

• Experience with ticketing systems (Jira, Zendesk), and customer success frameworks preferred.

• Certifications relevant to cloud platforms or product management preferred.