Solutions Engineer

A dynamic, remote-first SaaS scale-up is looking for an experienced Solutions Engineer with a special interest in Operations to help contribute to the success of its Customer Success team. The team consists of talented people working from various locations across Europe.

What you will do.

• Build and deliver robust experiences and ensure they continue to work well for customers.
• Build integrations using a proprietary (TypeScript) framework.
• Provide customer support; answer questions and take support requests, ensuring integrations and content issues are resolved.
• Maintain accurate records on an internal ticketing system.
• Triage incoming requests, adjusting ticket prioritization as required.
• Set process standards and monitor them, ensuring high and consistent quality.
• Project management for the delivery of pilots and integrations, and coordinate progress on cross-team work.
• Take the lead in project coordination during flagship launches.
• Support overarching value-add projects to ensure new value is delivered.
• Support overarching maintenance projects to ensure standards are maintained.
• Collaborate with the Product Owner/team-lead to ensure pain points and improvement points in processes, tools, product, and integration technology are solved.
• Support and motivate the Customer Success team and wider teams to hit deadlines and stay on track.
• Typical tasks include: onboarding new customers, making and QA-ing integrations, meetings with customers, launching integrations, upgrades, and pilots, taking on support requests, triaging new tickets for SLA-response, backlog management, project management for ongoing projects, and process improvement.

What they ask

• Minimum 3 years of Solutions Engineer experience or similar.
• SaaS experience.
• Product development experience.
• Experience in delivering software to customers.
• Experience in collaborating with internal teams.
• Knowledge of working with databases.
• Project management or coordination experience.