Senior Solutions Engineer

About Zeotap

Founded in Berlin in 2014, Zeotap started with a mission to provide high-quality data to marketers. As we evolved, we recognized a greater challenge : helping brands create personalized, multi-channel experiences in a world that demands strict data privacy and compliance. This drive led to the launch of Zeotap’s Customer Data Platform (CDP) in 2020—a powerful, AI-native SaaS suite built on Google Cloud that empowers brands to unlock and activate customer data securely.

Today, Zeotap is trusted by some of the world’s most innovative brands, including Virgin Media O2, Amazon, and Audi, to create engaging, data-driven customer experiences that drive better business outcomes across marketing, sales, and service. With an unique background in high-quality data solutions, Zeotap is a leader in the European CDP market, empowering enterprises with a secure, privacy-first solution to harness the full potential of their customer data.

About the Role :

As a Senior Solutions Engineer - Support, you will play a key role in providing technical expertise and driving customer success for our enterprise clients using Zeotap’s SaaS platform. In this senior role, you’ll not only resolve complex issues and ensure seamless integrations but will also take on additional responsibilities like managing escalations, leading client-facing calls, mentoring the support team, and driving process improvements. You will collaborate across teams — Engineering, Product, Sales, and Customer Success — ensuring customers have an exceptional experience and derive maximum value from Zeotap’s solutions.This role is ideal for someone with a strong technical background, an ownership mindset, and a passion for delivering excellent customer service, with a proven ability to mentor and drive team efficiency in a high-growth, fast-paced environment.

Responsibilities :

• Client-Facing Expertise : Act as the primary technical advisor and product expert for enterprise customers, ensuring they receive high-quality support and expert guidance.
• Lead and manage client-facing calls, providing timely and effective resolutions to complex technical issues.
• Build and maintain strong relationships with customers to understand their business needs and deliver tailored support, ensuring maximum value from Zeotap’s platform. Actively engage with clients during escalations and ensure customer satisfaction through effective issue resolution.
• Escalation Management :
• Own and manage escalated issues from customers, ensuring that issues are resolved promptly within SLAs.
• Provide detailed context and collaborate closely with internal teams to resolve complex cases, including technical configurations and root cause analysis.
• Establish best practices for escalation management, ensuring all team members follow a consistent and effective process.
• Team Mentoring & Leadership : Mentor junior members of the support team, providing guidance on technical problem-solving, customer interactions, and escalation management.
• Foster a collaborative team environment, encouraging knowledge sharing, continuous improvement, and high performance.
• Take ownership of process improvements within the support function, developing and implementing new procedures, tools, and training to optimize team effectiveness.
• Process Building & Continuous Improvement :
• Lead the development of internal knowledge bases, documentation, and troubleshooting guides to empower customers and internal teams.
• Drive improvements in internal support processes, ensuring efficient and consistent customer experiences while reducing response and resolution times.
• Proactively identify trends and root causes of recurring issues and collaborate with engineering and product teams to address them at the source.
• Reporting & Metrics :
• Take ownership of support metrics, including ticket volume, resolution times, customer satisfaction (CSAT), and technical issue trends.
• Prepare and deliver regular performance reports to leadership, providing actionable insights and recommendations for improvements.
• Collaboration with Internal Teams :
• Work closely with Engineering, Product, Sales, and Customer Success teams to align technical solutions with customer needs.
• Collaborate on cross-functional projects and initiatives to continuously enhance the customer experience.
• Adhere to Security and Compliance Standards : Follow Zeotap’s security and privacy policies, ensuring that customer data is handled in compliance with internal guidelines and industry standards.

Requirements :

Nice-to-Have :

Measures of Success :

What do we offer :

Zeotap welcomes all – we are equal employment opportunity & affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Interested in joining us?

We look forward to hearing from you!