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Senior Solutions Engineer

4 months ago

India AptEdge Full time

About Us

We’re an early-stage startup on a mission to amplify the efficiency and voice of Customer Support Organizations to prevent escalations and impact the direction of products. We’re focused on hard problems such as user experience, distributed systems, and AI for the $300B and growing customer service market. Our current team is built of technology leaders with decades of experience solving the most pressing problems facing enterprises at companies like AppDynamics and Salesforce. We are backed by some of the top VCs in Silicon Valley. These include Unusual Ventures, Counterpart Ventures, and various Angels and Industry Operators at top firms.

We work with a sense of autonomy, empathy, and encourage experimentation with new ideas. We prefer clear, direct communication to be respectful of everyone’s time.


About the Role

As a Senior Solutions Engineer, you will be responsible for providing technical expertise and support to customers during the sales cycle of our products or services. You will work closely with our Sales and Customer Success teams to ensure successful implementation, integration, and ongoing support. The ideal candidate is a problem-solver with excellent communication skills and a solid technical background.


What you’ll be doing 

  • Provide advanced technical support to customers, ensuring timely resolution of issues and maintaining high levels of customer satisfaction. 
  • Troubleshoot and diagnose technical problems, offering effective solutions and workarounds.
  • Collaborate with engineering and product development teams to escalate and resolve complex technical issues. 
  • Build and maintain strong relationships with customers, acting as their trusted technical advisor.
  • Assist customers in the implementation and integration of our solutions within their existing systems.
  • Contribute to the development and maintenance of a knowledge base for internal and external use. 
  • Work closely with sales, product management, and engineering teams to provide customer feedback and inform product development. 


Qualifications

  • 5+ years of experience in a technical support or solutions engineering role in the software or technology industry.
  • Bachelor’s degree in Computer Science, Engineering, Information Technology, a related field or equivalent experience
  • Professional experience working with JavaScript, or Typescript
  • Professional experience working with Python.
  • Professional experience working with public clouds such as GCP (preferred), Azure, AWS, etc.
  • Strong understanding of networking, databases such as Postgres (preferred), and system integration. 
  • Proficiency in integrating SaaS solutions and working with APIs
  • Experience with troubleshooting and problem-solving in a complex technical environment.
  • Customer-oriented mindset with a passion for helping customers succeed. 
  • Strong analytical and problem-solving abilities. 
  • Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.