Solutions Engineer is a strategic and high-exposure role that will drive the use of the company, being a trusted consultant to our customers by guiding them during the product's implementation and internally evangelizing on the diverse use cases of company implementation. You will drive the onboarding, product solutions, end-to-end implementation of the product, to deliver a seamless user experience.
The job will require a bit of coding, client interactions, and working with different teams to build the solution & deliver it in a short period of time.
This role has 3 layers to it -
Solutioning
- Configure all features of the company application, groups, and security settings in the company and other EAS systems.
- Leverage your vast knowledge and expertise across various Applications and Systems to define Blueprint for company Implementation in newer areas/applications.
- Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements for the company platform.
- Build and motivate the team to build reusable solutions that can be easily adopted and deployed by customers.
Technical Enablement
- Strategically Configure, Test, Document, and educate company team members on system design to ensure long-term success.
- Pilot processes with the aim to directly influence the overall Product development and improve the way our customers use the company
- Drive existing and new product feature adoption across Customers.
- Serve as the escalation point of contact for critical issues, for customer concerns relating to technical issues, and coordinate with Professional Services, Engineering, and Product teams.
- Enable the CSMs, Support & Implementation teams from a technical standpoint, to help them meet their SLA requirements (Bugs, Troubleshooting)
- Ensure Application Analysis and technical reviews are happening at the right time, within SLA.
Technical Account Management
- As a part of the Customer Success team, you will work with our Customer Success Managers and customers as Technical Owner to strategize on business objectives and implement company solutions to achieve them.
- During execution consult/ advise/ participate on calls with client's IT stakeholders (Heads, Leads, or senior technology folks), traveling to client locations as needed.
- Work cross-functionally in collaboration with different departments, including Product, Engineering, Professional Services, Support, and Marketing to address issues, questions, and requests.
- Build a relationship with the key customers, by engaging with the key stakeholders and technical leadership, on calls and in person.
What are we looking for?
- Has preferably worked in Product based or Consulting companies for International customers
- Comes with a work experience of 6+ years
- Should be strong with Javascript, HTML, and CSS
- Demonstrates the ability to collaborate with internal and external stakeholders while dealing with complex situations
- Should be flexible to work in the EU (1 PM to 10 PM IST) or US (5 PM to 2 AM) time zones.
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