Principal Customer Support Specialist (Remote)

**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 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 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 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 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 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. - 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…