Solutions Engineer
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*OPEN TO REMOTE WORK ARRANGEMENTS

 

Company Overview

As the fastest growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

What does this mean?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest growing private companies in the US, one of the fastest growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

 

Solutions Engineer

Main Duties and Responsibilities:

You’ll join the company’s technology team at the ground floor, partnering with the Director of Solutions and CTO to shape the future of our professional services group and be an in-house product expert.

  • Play a key role in deploying analytics and CX solutions by working closely with R&D, client success, sales, and operations
  • Act as technical advisor to client success managers and account executives as we expand our offerings and productize analytics and CX capabilities for our rapidly growing base enterprise partners
  • Set the standards and implement methodologies and processes to ensure consistent rollout of packaged offerings to clients
  • Consult with our clients and technology vendors to match business priorities to technical infrastructure, and propose/implement technical solutions
  • Serve as a subject matter expert and escalation point on data and solutions issues reported by front-line customer and operational support teams
  • Identify product/service gaps required to deliver a solution and collaborate with internal technology and operations teams to implement necessary improvements to support successful delivery
  • Directly interface with third party data sources during client integration and change management activities

 

Qualifications:

Must Have Skills/Experience:

  • 2+ years experience as a Solutions Engineer, Technical Pre-sales Engineer, Solutions Architect or PM

 

Nice To Have Skills/Experience:

  • Familiarity with CX solutions and vendors in customer self service, ticket deflection, IVR, and CRM is a plus
  • SQL Proficiency and an analytics/BI background are a big plus
  • Excellent communicator and relationship builder at the C-level with the ability to explain technical concepts to a non-technical audience
  • Excellent client-facing and storytelling skills and a confidence presenting and educating on technical matters
  • A curious mindset, a passion for learning, and interest in working with best-in-class data technologies in the world of big data and digital CX