Manage escalation of critical customer issues, working closely with Product Management and/or Data Strategy, and in close communication with Customer Success and Solutions Engineering.

More Uses of the Solutions Engineering Toolkit:

  • Initiate: security specialization, Solutions Engineering, Google cloud.
  • Audit: customer engineering currently comprises customer success engineering (your team), Solutions Engineering (your pre sales counterparts), and support engineering.
  • Manage work with Solutions Engineering to establish a voice of the customer that can inform the product teams.
  • Confirm you rate; build Solutions Engineering best practices to ensure scalability of the team with documentation, process optimization, and cross training.

 

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