Included in this article
Your Premier Support entitlement has been enhanced with a Premier Success Team. Now, your Named Support Engineer is part of a 5-member Premier Success Team whose members work in concert to provide a full range of complementary skills. All your Premier support features remain intact (Mentoring Sessions, Accelerated SLAs, etc), but now your Named Support Engineer will be backed by a focused team of Premier Support Engineers to deliver world-class support tailored to meet the needs of your account.
Each team is led by two Lead Support Engineers, and aided by three Premier Support Engineers. With a larger team, your engineers can specialize in specific knowledge areas, and we can connect you with our most senior engineers for your half-yearly instance reviews and mentor sessions. This will help to increase case resolution speed, decrease escalations, and elevate your overall support experience.
Micah Stevens, Technical Support Engineer
Micah is a strong problem solver and troubleshooter. He has over 7 years of experience support multiple software solutions in a variety of different fields. His is enthusiastic about ensuring marketing programs fit customer needs and also places emphasis on providing excellent customer service.
Micah likes to read science fiction novels, watch movies, go to festivals, and go on walks with his Great Dane.
Miles Ybaben, Technical Support Engineer
Miles brings tenacity, determination, and superior work ethic to the team. He has a passion for customer service, loves to be challenged and enjoys learning to expand his skill set. His attention to detail and analytical thinking allows him to dig deep into troubleshooting situations.
Miles is an avid cyclist, musician, as well as a lover of animals. He can often be found cycling around the waterfront.
CJ Hummel, Technical Support Engineer
CJ is a recent winner of our Beast Award for his beastly effort in working cases. His preference is phone calls, but can be equally effective via the Support Ticket.
CJ is a former serviceman, and loves spending time with his wife.
Emma Guth, Associate Technical Support Engineer
Emma has a background in computer science and have been at Marketo for over a year. She enjoys solving tough problems and connecting with customers. In her free time she enjoys the skiing, climbing, running and hiking in the Colorado outdoors.