Emanuel Costișor

Experience

• 

  CGS (Computer Generated Solutions)

  Feb 2016 - Oct 2021

  • Provide real-time technical guidance to support engineers• Knowledge Domain Expert - oversees knowledge area and enables knowledge-centered service/support coaches• Weekly bug review to facilitate prioritization of issues and ensure the dev team has everything it needs to resolve the bug• Organize daily handoff standups from region to region• Provide supplemental ad-hoc technical and process training for newly on-boarding support engineers• Technical point of contact for escalations• Work with training and multiple support teams to ensure upkeep of learning paths and ensure that transfer of information occurs for new features/versions• Recognize technical trends and offer supportability improvements for product area• Work closely with community team to coordinate responses to community posts• Assist managers with case reassignment• Assist with technical backlog reviews to determine areas where technical training is needed, in support of reduced time-to-resolution• Collaborate cross-functionally with other leads, in support of process consistency and visibility into product updates• Ensure that the team is always ahead of potential customer success blockers by proactively determining which customer issues require more visibility, escalation, or added technical expertise Show less •Drive resolution of technical escalations, including identification of root cause and issue resolution.•Collect information and document bugs with Engineering for product issues that are impacting customers.•Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.•Provide interface between Customer Support and Product / Engineering teams.•Utilize technical acumen and historical product knowledge to drive new bugs with a high degree of accuracy.•Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.•Provide technical and non-technical mentoring to Tier 1 and Tier 2 Support Engineers.•Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service.•Author and Review knowledge base content to drive support scalability and improve customer self service capabilities.•Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.•Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.•Deliver against customer experience and efficiency targets. Show less •Work hands on with Okta customers, in a post-sales role to provide support services.•Act as a liaison between Customers and Product Management to drive product development.•Interact with all levels of management and roles within the customer organization and Okta.•Collaborate with the lead generation team for streamlined hand-off of evaluating customers.•Perform hands on configuration and troubleshooting of the Okta Product.•Survey customers to collect feedback and drive continuous improvement in our delivery capability.•Ensure quality and time management processes are followed by team (e.g., change controls, time tracking).•Use knowledge repository of support best practices and other customer ideas which can continually enhance the Okta platform.Achieve customer service objectives by:•contributing customer service information and recommendations to strategic plans and reviews;•being proactive and anticipating customer needs in advance;•preparing and completing action plans;•implementing quality and customer-service standards;•resolving problems;•completing audits; identifying customer service trends;•determining system improvements;•implementing change. Show less

  • Support Team Lead

    May 2021 - Oct 2021

  • Tier 3 Okta customer support engineer

    Oct 2017 - May 2021

  • Tier 2 Okta customer support engineer

    Feb 2016 - Oct 2017
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  Paxful

  Sept 2021 - Dec 2021

  Identity Management engineer

  Lead Okta engineer, managing workforce related app integrations (provisioning, SSO, workflows)

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  COERA

  Jan 2022 - now

  IAM consultant