Career Paths
Pick a track, see the full map.
Journey maps, skills and job descriptions for every grade — across the six Customer Support career tracks.
Premium Customer Engagement
The dedicated, named support contact for our Premium customers — owning case management, enablement, critical period coverage, escalation management and support analytics for a named book of accounts.
T1-3Step 1
Senior Support Executive (Premium Nominee)
T1 senior colleagues identified for Premium Engagement nominations.
T2-1Step 2
Premium Engagement Analyst
Shadow named accounts and support case management.
T2-3Step 3
Premium Engagement Specialist
Own case management for a small book of named Premium accounts.
T3-1Step 4
Senior Premium Engagement Specialist
Dedicated named contact — own enablement and escalations end-to-end.
T3-3Step 5
Technical Account Lead
Lead critical period coverage and drive support analytics for top accounts.
T4-1Step 6
Premium Engagement Manager
Manage a pod of dedicated engagement specialists.
T4-3Step 7
Senior Premium Engagement Manager
Own a region’s Premium book and its outcomes.
T5-2Step 8
Head of Premium Engagement
Lead the global Premium Engagement function.
Entry
T1-3
Milestones
8 grade stops
Top
T5-2