Jobs / Philippines / FIVE9 INC
Solution Engineer - Hypercare Team
FIVE9 INC · 🌍 Manila, Manila, Philippines (Hybrid)
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About the role
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Overview of Job Function The Solutions Engineer (SE) is a senior member of the Hypercare team and serves as the primary technical point of contact for assigned customers. This role provides advanced-level technical support, manages high-impact and complex cases, and ensures timely resolution of issues in accordance with customer service agreements. The SE collaborates closely with Technical Support Engineers (TSEs), Associate TSEs, and cross-functional teams to drive efficient case resolution, maintain strong customer communication, and deliver operational excellence. The role also requires deep technical expertise, proactive customer engagement, and contributions to knowledge sharing and continuous service improvement across the organization. Principal Duties and Responsibilities: Customer & Account Management • Serve as the lead point of contact for all matters related to assigned Hypercare customer accounts. • Build, manage, and maintain strong, long-lasting customer relationships, including key stakeholders. • Establish productive, professional relationships with technical and business contacts, including executive stakeholders, where required. • Ensure clear, proactive communication of service updates, incidents, and ongoing initiatives. • Conduct regular checkpoints with customers to review performance, issues, and service alignment. • Execute ad hoc responsibilities as needed to drive team performance, enhance customer relationships, and support mentorship and development initiatives aligned with career progression. Technical Support & Case Management • Manage high-impact and complex technical support cases, ensuring resolution within SLA commitments. • Perform advanced troubleshooting for non-routine and technically complex issues requiring deviation from standard procedures • Lead end-to-end problem resolution efforts, including root cause analysis and escalation to engineering when necessary. • Collaborate with TSEs and other engineers to ensure effective case ownership, communication, and resolution quality. • Support high-severity incidents and escalations with urgency and structured response. Proactive Service & Continuous Improvement • Proactively engage customers during service interruptions or degradations and provide timely updates. • Lead recurring customer engagement activities, including weekly check-ins, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs), to proactively monitor performance, address emerging needs, and drive continuous improvement. • Lead proactive health monitoring and testing activities to ensure optimal account performance and maintain the stability of the customer’s Five9 platform and services. • Analyze case trends and operational data to identify patterns and prevent recurring issues. • Assess and continuously improve service delivery and operational performance • Identify customer needs, define success criteria, and validate service requirements and operational expectations. Knowledge Sharing & Technical Leadership • Develop subject matter expertise in multiple technical domains relevant to Hypercare operations. • Share best practices, case learnings, and technical insights across teams to strengthen overall capability. • Contribute to technical documentation, knowledge base content, and process improvements. Requir