This role is designed to support the Customer Success team, Support team, Launch team, and on occasion advise the Sales team. While there will be direct interaction with clients, the primary work will be completed at the request of internal team members. The Solution Engineer will be charged with level two technical support and advising on best practices for relaunch, integrations, support request, and reporting.
Product support - Provide support for API users, clients integrated with named systems, focus on items escalated to level 2, level 1 support as needed, run triage and provide feedback to product team when bugs are identified.
Product Services - Develop and execute templated pre-sales Engineering walkthroughs, technical analysis and recommendations to existing and potential clients to achieve sales, engineering & account related targets; Validation and approval of Pre-Sales Engineering scope of work and time budget; deliver advanced reporting solutions to meet client needs,
Account Management - Monitor accounts to ensure adoption and engagement; collect, organize, and provide product feedback to appropriate teams; ensure data accuracy to support account management functions; Assist in preparation and at times participate in Client Reviews.