Customer Value Engineer

Job Description

Who We Are

Simpplr is the AI-powered platform that unifies the digital workplace bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology.

More than 1,000 leading organizations including AAA, the NHS, Penske, and Moderna trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.

The Opportunity

As Simpplr evolves, we are seeking individuals who can support our post-implementation team in delivering high-quality solutions to our customers. Simpplr is seeking to hire an experienced engineer to work with customers during select post-launch engagements to evaluate, improve, and provide guidance and troubleshooting for any technical issues encountered, including configurations, integration to external storage, custom app tiles, SSO, and other 3rd party applications. You will have extensive experience with AWS and applications built upon the AWS platform. Ideally, you will have a professional services background and experience in systems integration.

This role will appeal to individuals who have a background in integration and are interested in a fast-paced, high-growth SaaS company. Customers will look to you to provide technical guidance and direction. Communication skills and the ability to empathize with customers is extremely important. You will be a member of a small team, but you should be a self-starter who assumes responsibility and accountability to provide world-class service to Simpplr customers. Hands-on experience is a must for this role.

What Makes You a Good Fit

You lead with empathy, stay grounded in humility, and bring a sense of humor that helps build trust and connection. Youre a natural leader who brings clarity to chaos, listens to understand, and keeps teams focused. You anticipate needs before theyre voiced, solve problems proactively, and care deeply about delivering an exceptional customer experience. Seeing others succeed brings you genuine joy. You enjoy working in a supportive environment, value and seek out help from others, and are both confident and humble.

Your Job Responsibilities

What you will be doing

Function as the project technical SME for customer onboarding to the Simpplr platform

- Research, troubleshoot and diagnose technical issues experienced by Simpplr customers during implementation with minimal oversight
- Promptly escalate unresolved issues to appropriate internal teams
- Work with internal Engineering and Product Management teams in resolution of issues and providing input on product enhancements
- Logging and responding to issues using appropriate management tools (Jira and Zendesk)
- Build positive and empathetic relations with customers
- Contribute to Simpplr efforts to maintain a high Net Promoter Score (NPS) on implementation
- Provide prompt and accurate feedback to customers
- Provide advice and guidance to customers in the use of Simpplr features and functions for the development of Customer built custom integrations
- Author custom scripts and/or one off programs to facilitate Customer onboarding to the Simpplr platform
- Support migration of customers legacy content into Simpplr
- Serve as a trusted advisor by providing recommendations and sharing best practices

Your Skillset

What makes you a great fit for the team

- 7+ years in SaaS professional services
- 3+ years experience onboarding customers to SaaS platforms in a customer facing, technical role
- Experience working with AWS services
- 5+ years experience implementing integrations between applications via APIs
- Experience migrating data between cloud platforms and/or from on-prem platforms to cloud platforms
- Solid working knowledge of REST API, APEX, JS, CSS, HTML, JSON. XML, SAML
- Experienced with SSO (i.e OKTA, AD). SSO Certification is desired but not required
- Experienced in using SaaS-based project tools (Jira, Zendesk, Teamwork)
- Working knowledge of file management solutions such as SharePoint, Box, DropBox
- Ability to handle multiple, complex projects simultaneously with minimal supervision
- Proven ability to clearly document and communicate technical concepts to both technical and non-technical audiences, including but not limited to C-Level personnel
- Security Certification desired but not required

Other Great Things About You

- You are a customer-focused technical expert who is responsible for executing and delivering our customer success offering. You are technically competent, business-oriented, and highly customer-centric
- You can easily communicate complex technical concepts to non-technical users
- Specifically looking to join an early start-up: for the opportunity and the culture
- Enjoy helping customers with detailed product questions but also like to strategize with customers on big picture solutions
- You have a good energy that contributes to a positive work environment and a great customer experience
- Like to multi-task and can switch gears between different types of customers and different type of activities
- You proactively implement/execute on new ideas when you see something can be improved or created
- You enjoy working with different functional groups both internally and externally as you can appreciate each role and bring different perspectives into your discussions

Simpplrs Hub-Hybrid-Remote Model

At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.

- Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
- Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
- Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.