Company Description:

Jungle Disk, KeepItSafe, LiveVault and OffsiteDataSync have been combined into a leading backup and disaster recovery specialist headquartered in San Antonio, TX. The business serves tens of thousands of customers across the globe with more than 20 data centers, including major presences in North America and Europe. It is one of the only global recovery providers awarded ISO 27001 certification for information security management in addition to meeting customer needs for SOC 2, PCI-DSS, and HIPAA compliance. For more information, please visit http://www.jungledisk.com.

Senior Technical Product Support Specialist (Remote):

The Senior Technical Product Support Specialist is a customer evangelist who understands informational needs and ensures creation of information experiences that help drive product adoption and evangelism. They are technical, adept listeners with a passion for technology, content, and customers. They seek beauty in the portrayal of content and information. A Senior Information Architect helps drive the product transition from concept and early origins of terminology and product documentation to reality. This position is focused on content strategy, content design and effectiveness, and collaboration on content creation.

This position is an individual contributor reporting to the Manager of Technical Support for ODS.

Responsibilities:

  • Work with product managers, designers and others on the creation of information architectures, including but not limited to, terminology, taxonomy, navigational structure, and task flows
  • Drive the creation of data definitions, terminology standards, and taxonomy management
  • Enable effective information discovery for best-in-class search experiences and navigation
  • Conduct collaboration and customer feedback sessions to facilitate alignment, inspire customer empathy, and drive investment in the customer journey
  • Develop task and process flows for consistent end to end experiences within products and across product verticals
  • Manage, run and evaluate aspects of the information architecture program and vision, developing roadmaps, alignment and updated processes to continually improve the product experience
  • Identify content needs and behaviors through research and data as well as customer context-based needs using data analytics
  • Provide actionable recommendations to product teams and other stakeholders based on data science and analytics
  • Monitor the performance of information investments with KPIs and other analytical tools
  • Implement and manage POCs to technical closure
  • Collaborate with the customer/partner to establish and translate business objectives into technical requirements
  • Independently consult with customer base to provide technical expertise on data protection
  • Work closely with the sales department to secure new partners and customers
  • Work closely with Product Management to provide customer feedback
  • Providing pre-sales support to customers as they evaluate Veeam software
  • Trains/mentors junior staff
  • Guides others in resolving complex issues in specialized area based on existing solutions or procedures

What We Offer:

  • Competitive salary.
  • Great healthcare + dental + vision coverage.
  • Generous 401k matching.
  • Pick your own equipment. You’ll get a budget to spend on whatever laptop, monitor, and office equipment you desire.
  • Unlimited vacation policy, while we require you to take at least 2 weeks off each year.
  • Volunteer time off.
  • Fitness club allowance.
  • Mobile phone service allowance and much more.