Job Description:
- Thoroughly understand and present company's product offering and vision
- Product roadmap planning and project management, competitor analysis, technical appreciation and ability to relate to the customer needs.
- Asia customer support focusing on Taiwan/Korea. Mostly remote with occasional traveling.
The following ability is the key to the success of our FAE:
· Help customers optimize their usage of our products to get the most value out of their purchase and meet their technology and business requirements while overcoming challenges.
· Educate customers on best practices, useful features, and opportunities to optimize performance.
· Work diligently with the customer’s technical teams (support engineers, developers) to troubleshoot and resolve complex software and hardware issues, replicating customer environments and network problems as needed.
· Collaborate closely with the Sales and Customer Success teams to develop effective account strategies.
· Use customer feedback and insights to improve product materials, technical best practices and technical materials.
· Provide feedback to Product Management teams and R&D.
· Serve as the customer advocate for timely resolution of issues and facilitate communication between customers, Sales and Engineering.
· Act as primary customer advocate from a technical perspective, attending calls or contacting support as needed for remote help/troubleshooting