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Principal Technical Support Engineer

Percolate

Percolate

IT, Customer Service
Toronto, ON, Canada
Posted on Tuesday, July 9, 2024

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Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic’s platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, Australia and China.

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Serves as a consultant for the CSE (Customer Support Engineering) organization on all matters pertaining to the business unit or department. Interacts with the largest clients at Seismic in the most difficult technical situations. Drives long term technical and structural improvements across the operations and engineering organization. Brings customer challenges into the company for long term solutions. Recommends technical enhancements based on patterns of customer experience with Engineering leadership. Typically, very persuasive and favorably wins over team in meetings with internal and external personnel. Expert in most functional areas of Engineering.

Used by multiple Engineering Teams for roadmaps, technical design, and guidance as it relates to the CSE organization (Customer Support Engineering). Acts as a force multiplier for individuals and teams. Can drive and resolve issues post handoff to Engineering. Can drive and breakthrough issues stalled within Engineering. Plays a leadership role in shaping the strategic direction of company in terms of process improvement, client base, and scope of work taken on. Brought in on Engineering planning sessions. Broad and deep across all areas. Serves as consultant to the entire Engineering and Operations organization. Adept in use of all advanced tools. Makes an impact on the company's strategic goals. Serves in consultative fashion with architects, VPs, and other leaders. Sets and communicates vision for technical strategy. Raises difficult issues and resolves them through all teams.

Makes an impact on the work of the entire team, and potentially other teams. Is seen as a go to resource by other Support team members for best practices and knowledge of systems. Seeks opportunities to improve customer experiences and can de-escalate and resolve complex customer technical challenges. Develops other Technical Support Engineers. Develops Support Engineers capabilities. Demonstrates ability to improve capabilities of other SWAT Engineers, and Support Team.

What you will do:

  • Represent Support within Engineering at the highest technical levels to meet customer needs.
  • Represent the technical and tooling needs of the CSE department within Engineering
  • Interact with customers on the most complex technical issues, including engaging with customer’s IT and Security Departments at large organizations.
  • Presents roadmaps and technical plans to resolve customer issues.
  • Identifies and pulls in Seismic’s Engineering resources on customer escalations as needed for guidance and expertise.
  • Provides input into quarterly planning sessions with Product and Engineering as a representative of customers and the CSE organization.
  • Presents updates on customers facing technical challenges to C level executives.
  • Key driver of bringing SRE knowledge and tools to the CSE org, working closely with the SRE/Cloud team.

Measurements of the Role

  • Direct connections to improvements in Seismic’s NPS score.

Who you are:

  • 10+ years of relevant work experience
  • Knowledge of Cloud services and tools supporting Cloud operations
  • Expert Troubleshooting Skills in a global, SaaS multi-cloud environment.
  • Familiarity with the following technologies is a plus:
  • Application Monitoring Suites like NewRelic, DataDog
  • .NET applications running on Kubernetes
  • Browser based debugging suites including Chrome Developer Tools. Networking experience/certifications

Our values:

Here at Seismic, we ignite growth for our company, industry, and people. We are enablement innovators seeking the best, brightest teammates who are mission-driven and empowered by our values.

  • We are inclusive.
  • We are vulnerable.
  • We seek to understand.
  • We strive for excellence.
  • We champion the customer.
  • We celebrate success.

What we have for you:

USA

  • Take time to rest and recharge with generous time off, paid company holidays and end of year company shutdown.
  • Medical, dental, vision, employer-paid life insurance and disability benefits
  • Access to Health Savings Account (HSA) with $1,000 Single/$2,000 annual employer contribution
  • Access to free paid telemedicine and wellness offers through medical plan
  • Fertility and family planning benefits with financial assistance for adoption and surrogacy
  • Paid parental leave and family caregiver leaves
  • Annual professional development reimbursement
  • Mental health support with 12 free counseling sessions for you and your family members
  • 401k with annual employer match
  • Equity program and performance-based bonuses
  • Bring Your Own Device technology stipend
  • Seismic Cares Program with charitable donation matching

Canada

  • Take time to rest and recharge with paid time off, paid company holidays, and end of year company shutdown
  • Fertility and family planning benefits with financial assistance for adoption and surrogacy
  • 100% employer-paid Medical, dental, vision and 2x life insurance
  • Retirement savings plan with annual employer contribution
  • Equity program and performance-based bonuses
  • Paid parental leave
  • Access to free paid telemedicine
  • Mental health support with 12 free counseling sessions for you and your family members
  • Annual professional development reimbursement
  • Bring Your Own Device technology stipend
  • Seismic Cares Program with charitable donation matching
  • Communities of Belonging (employee resource/affinity groups)

#LI-Remote #LI-DL1

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at talent@seismic.com.

Headquartered in San Diego and with employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.