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The Critical Accounts Program (CAP) is our "last line of defense" when we are at risk of losing a relationship. As a CAP Smokejumper, you don’t just manage cases; you drop into and access high-stakes situations, marshall the resources needed to stabilize the client, and ensure they are happy before moving to the next mission.
Job Responsibility:
Rapid Incident Command: Take end-to-end ownership of escalated customer cases, driving swift, high-impact solutions to restore confidence
Executive Advocacy: Serve as the single point of contact for customer executives, providing transparent diagnosis and expedited problem resolution
On-Site Deployment: Be ready to travel at a moment’s notice to meet with customers face-to-face or perform in-depth on-site troubleshooting
Strategic Alignment: Coordinate across Engineering, Product, Sales, and Support to prioritize the fixes our customers need most
Insights for Growth: Translate customer pain points into actionable insights that influence the long-term product roadmap and strengthen long-term partnerships
Requirements:
3–6+ years of experience getting things done with real impact
Deep technical knowledge in a specific technology area (e.g., networking, storage)
Ability to manage high-level customers and mission-critical situations with composure
Highly organized and capable of managing multiple complex escalations simultaneously
Must be independently authorized to work in the U.S.
What we offer:
Compensation comprised of base compensation and commissions
May be eligible for sales incentives, discretionary bonuses, and/or equity in the company in the form of restricted stock units (RSUs)