Solution Engineer - Hypercare Team

Five9Manila, Manila, Philippines · Posted 9 months ago

Full-time

Description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Overview of Job Function

The Solutions Engineer (SE) is a senior member of the Hypercare team and serves as the primary technical point of contact for assigned customers. This role provides advanced-level technical support, manages high-impact and complex cases, and ensures timely resolution of issues in accordance with customer service agreements.

The SE collaborates closely with Technical Support Engineers (TSEs), Associate TSEs, and cross-functional teams to drive efficient case resolution, maintain strong customer communication, and deliver operational excellence. The role also requires deep technical expertise, proactive customer engagement, and contributions to knowledge sharing and continuous service improvement across the organization.

Principal Duties and Responsibilities:

Customer & Account Management

Serve as the lead point of contact for all matters related to assigned Hypercare customer accounts.
Build, manage, and maintain strong, long-lasting customer relationships, including key stakeholders.
Establish productive, professional relationships with technical and business contacts, including executive stakeholders, where required.
Ensure clear, proactive communication of service updates, incidents, and ongoing initiatives.
Conduct regular checkpoints with customers to review performance, issues, and service alignment.
Execute ad hoc responsibilities as needed to drive team performance, enhance customer relationships, and support mentorship and development initiatives aligned with career progression.

Technical Support & Case Management

Manage high-impact and complex technical support cases, ensuring resolution within SLA commitments.
Perform advanced troubleshooting for non-routine and technically complex issues requiring deviation from standard procedures
Lead end-to-end problem resolution efforts, including root cause analysis and escalation to engineering when necessary.
Collaborate with TSEs and other engineers to ensure effective case ownership, communication, and resolution quality.
Support high-severity incidents and escalations with urgency and structured response.

Proactive Service & Continuous Improvement

Proactively engage customers during service interruptions or degradations and provide timely updates.
Lead recurring customer engagement activities, including weekly check-ins, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs), to proactively monitor performance, address emerging needs, and drive continuous improvement.
Lead proactive health monitoring and testing activities to ensure optimal account performance and maintain the stability of the customer’s Five9 platform and services.
Analyze case trends and operational data to identify patterns and prevent recurring issues.
Assess and continuously improve service delivery and operational performance
Identify customer needs, define success criteria, and validate service requirements and operational expectations.

Knowledge Sharing & Technical Leadership

Develop subject matter expertise in multiple technical domains relevant to Hypercare operations.
Share best practices, case learnings, and technical insights across teams to strengthen overall capability.
Contribute to technical documentation, knowledge base content, and process improvements.

Requirements:

With 3–5 years of relevant experience, including at least 2 years in software support
Bachelor’s degree or equivalent experience
Strong knowledge of:
- PBX, ACD, CTI, VoIP, and IVR technologies
- Networking concepts such as TCP/IP and OSI model
Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Visio)
Strong written and verbal communication skills
Excellent time management and multitasking ability
Ability to manage multiple concurrent cases and priorities
Willingness to travel and work flexible hours aligned to customer needs
Knowledge of contact center operations
Experience in technical documentation and writing

Preferred Qualifications

Experience supporting enterprise and large business accounts, including complex technical environments
Strong account management experience, including managing customer expectations and driving successful service outcomes
Proven ability in account relationship building, including establishing trust with key stakeholders and executive-level contacts
Experience working with enterprise-level customers
Strong presentation and business communication skills
Project management experience
Demonstrated advanced troubleshooting, analytical thinking, and problem-solving capabilities

Company Benefits

Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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