Run discovery, solution design and configuration to lead technical onboarding and accelerate time-to-value.
Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.
Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements.

Skills:

Technically astute with strong understanding of SaaS concepts, integrations and practical troubleshooting.
Proven delivery of implementations and high-quality customer-facing deliverables.
Strong customer and stakeholder management, able to lead executive conversations and translate technical detail into business impact.

Requirements:

At least 5 years’ experience in customer success, professional services, support engineering, solutions consulting or a related customer-facing technical role at a cloud/SaaS company, with evidence of managing larger customer relationships.
Prior experience building out customer functions/operations or working in early-stage customer environments is highly desirable.
Willingness to work flexible hours (including late/evening overlap) to collaborate with US teams is essential.

Ketch

Ketch is redefining responsible data use for the AI era. Their Data Permissioning Platform helps companies manage data privacy, consent, and compliance—while enabling privacy-safe data activation across devices, systems, and third-party applications.

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