Maximillian Deutsch Email & Phone Number

Canada

Dedicated to delivering an exceptional support experiences and driving customer satisfaction. With a focus on customer escalation management, support organization uplift, and training, I ensure that our team is equipped with the tools and knowledge needed to exceed expectations and rapidly triage and resolve customer concerns. My role involves owning all technical support escalations and managing case escalations with precision and urgency. By setting and monitoring team KPIs, fostering… Show more Dedicated to delivering an exceptional support experiences and driving customer satisfaction. With a focus on customer escalation management, support organization uplift, and training, I ensure that our team is equipped with the tools and knowledge needed to exceed expectations and rapidly triage and resolve customer concerns. My role involves owning all technical support escalations and managing case escalations with precision and urgency. By setting and monitoring team KPIs, fostering team development, and refining processes and tools, I continuously strive for excellence in our support operations. Show less

Primary responsibility revolves around ensuring our customers in the region receive top-notch support. Building and nurturing strong relationships with our customers is at the core of what we do. From on-boarding new customers and partners to advocating for their needs within our organization there is a clear focus on the customer experience journey. As a part of the support organization handling escalations and resolving complex issues efficiently is crucial to maintaining trust and… Show more Primary responsibility revolves around ensuring our customers in the region receive top-notch support. Building and nurturing strong relationships with our customers is at the core of what we do. From on-boarding new customers and partners to advocating for their needs within our organization there is a clear focus on the customer experience journey. As a part of the support organization handling escalations and resolving complex issues efficiently is crucial to maintaining trust and confidence. Monitoring and achieving our team's KPIs are key benchmarks of success, and there is dedication to leading and developing the support team to meet and exceed these goals. Continuously improving our processes and tools is an ongoing focus, ensuring that we deliver exceptional support that sets us apart in the industry. Show less

Remote

Provide global support as a technical advisor for the Customer Success role globally to enhance both standardization and enablement. Lead historical product case analysis and trend research to identify areas of both success and opportunity to improve the global support organization. The role requires both a technical skillset into data extraction through API endpoints from services like Jira and Salesforce and data manipulation and analysis in tools like Python, Excel and Microsoft… Show more Provide global support as a technical advisor for the Customer Success role globally to enhance both standardization and enablement. Lead historical product case analysis and trend research to identify areas of both success and opportunity to improve the global support organization. The role requires both a technical skillset into data extraction through API endpoints from services like Jira and Salesforce and data manipulation and analysis in tools like Python, Excel and Microsoft Power BI. From this analysis key insight is gained into target areas of focus to derive the maximum return on the effort spent leading to a more productive and efficient operating model. Show less

Remote

Responsible for helping manage a regional support team as both an individual contributor and a team lead. This is a highly technical role, where product subject matter expertise is an expectation, and in addition requires excellent verbal and written skills to manage escalations and critical accounts. Delivers technical product knowledge sharing sessions to region and/or global teams. Communication is key to this role, opinions and ideas are critical fir the future development and… Show more Responsible for helping manage a regional support team as both an individual contributor and a team lead. This is a highly technical role, where product subject matter expertise is an expectation, and in addition requires excellent verbal and written skills to manage escalations and critical accounts. Delivers technical product knowledge sharing sessions to region and/or global teams. Communication is key to this role, opinions and ideas are critical fir the future development and operation of Sandvine products. Includes being a customer advocate by relaying thoughts and comments on behalf of the global customer base. Also provides leadership and ownership of of customer issues using a methodical and detail-oriented approach. Show less

As a senior technical support engineer I work hands on with our customer base, professional service team, and development team to efficiently asses and resolve issues with the Sandvine product portfolio as it is deployed in a customer environment. In addition I assist management with escalated accounts and cases to ensure they are progressing to resolution and help mentor fellow colleagues to grow as a team. Some aspects of this role Included:- Initiate and drive improvements in the… Show more As a senior technical support engineer I work hands on with our customer base, professional service team, and development team to efficiently asses and resolve issues with the Sandvine product portfolio as it is deployed in a customer environment. In addition I assist management with escalated accounts and cases to ensure they are progressing to resolution and help mentor fellow colleagues to grow as a team. Some aspects of this role Included:- Initiate and drive improvements in the team processes and operations including being a role model to the team to ensure they are adopted and become part of the team culture. - Author and help review incident reports and root cause analysis documents for customer management review.- Mentor colleagues and assist with particularly challenging issues to ensure they are progressing. - Lead customer case review calls with the customer management and team members to ensure continued satisfaction with the ongoing level of support. Show less

Ontario, Canada

As a technical support engineer I work hands on with our customer base, professional service team, and development team to efficiently asses and resolve issues with the Sandvine product portfolio as it is deployed in a customer environment. Some aspects of this role Included:- Initiate and drive improvements in the team processes and operations - Author incident reports and root cause analysis documents for customer management review - Coordinate with the Sandvine… Show more As a technical support engineer I work hands on with our customer base, professional service team, and development team to efficiently asses and resolve issues with the Sandvine product portfolio as it is deployed in a customer environment. Some aspects of this role Included:- Initiate and drive improvements in the team processes and operations - Author incident reports and root cause analysis documents for customer management review - Coordinate with the Sandvine development team on more challenging issues or identified product issues. Show less

Ottawa, Canada Area

•Member of the third Level Support and Network Design Engineering team for the 5620 Service Aware Manager (SAM).• Demonstrate an ability to quickly process large amounts of potentially conflicting information, working both independently and as part of a team. Contribute to the success of several major projects vital to Tier 1 customers• Work closely with customers to provide technical expertise and guidance in sensitive professional service projects• Assist project… Show more •Member of the third Level Support and Network Design Engineering team for the 5620 Service Aware Manager (SAM).• Demonstrate an ability to quickly process large amounts of potentially conflicting information, working both independently and as part of a team. Contribute to the success of several major projects vital to Tier 1 customers• Work closely with customers to provide technical expertise and guidance in sensitive professional service projects• Assist project management teams with driving customers and deliverables to keep project timelines on track• Create and maintain critical workflow checklists and acceptance test plans to ensure professional service work is completed to the highest standard every time• Use troubleshooting skills to resolve complex issues reported by customers, recreating them in a lab environment while interfacing with R&D and account teams to provide timely updates, work-arounds and fixes. Show less

Ottawa, Canada Area

Coop term while completing undergraduate studiesInterface with regional support teams, business units and R&D to troubleshoot complex product issues in Java, Oracle, and Unix/Linux. Drive issues to resolution by drawing upon strong analytical skills and technical experience.Providing customers worry-free network turn-ups and network integration. Assist in the delivery of complex software installation and upgrades, while minimizing issues and network downtime.