Solutions Engineer

This is a remote position.

The support engineer is responsible for handling customer queries, assisting with troubleshooting and problem resolution, testing components, creating documentation, and engaging in pre-sale activities.

Languages: English, Spanish Fluent technical
Spanish- Is a plus (Not mandatory)

Primary Responsibilities:
Customer Support:
Handle and resolve tickets promptly, adhering to SLAs.
Provide support for customers and prospects via tickets, live chat, and live sessions.
Assist in resolving customer issues and concerns effectively.
Serve as a liaison between customers and the development team, especially in case of bugs and enhancements.
Replicate reported issues and coordinate resolution.

Testing & Documentation:
Conduct internal testing of newly released components.
Create user stories for customer requests and act as a bridge between customers and development.
Assist with creating and maintaining documentation on components.

Sales Support:
Provide technical support to the sales team by answering technical questions from prospects.
Deliver demo sessions to prospects alongside a sales representative.
Follow up as the technical contact after the demo.
Support with product training for customers.

Pre-Sales Activities:
Assist the sales department by responding to technical queries from prospects.
Deploy systems for Trial/PoC.
Host webinars for online audiences.
Root Cause Analysis (RCA):
Conduct root cause analysis for significant issues to prevent recurrence.

Collaboration:
Engage with non-technical departments for technical queries.

General Responsibilities:
Assist in managing tasks related to company systems, ensuring smooth operations and customer satisfaction.
Provide professional services to customers when needed.

Requirements

Core Requirements:

Experience and Education:

Minimum 2+ years of experience in a support or engineering role, with a focus on customer interaction.
Bachelors degree or equivalent experience in a relevant field.

Skills and Abilities:
Strong problem-solving skills to diagnose and resolve issues.
Ability to communicate technical information to non-technical audiences.
Experience in customer-facing roles, ensuring excellent service delivery.
Hands-on experience with testing and troubleshooting system components.
Fluent in English, French, and Hebrew, with strong verbal and written communication skills.

Communication and Collaboration:
Ability to collaborate effectively across departments and with customers.
Excellent customer service and support skills.

Work Ethic:
Able to work under pressure and meet deadlines while maintaining a high level of customer service.

Key Attributes:
An ideal candidate should be proactive, detail-oriented, and able to manage complex systems and customer support tasks. They should have a strong ability to foster communication between customers, sales, and development teams, while ensuring positive customer outcomes.

Work Mode: Remote, Hyderabad,Ahmedabad,pune,chennai,kolkata.