Customer Solutions Engineer

Customer Solutions Engineer

Location: Washington, D.C. (Remote)

This position will be based remotely out of the Washington, D.C. area, with the expectation of being onsite with clients and traveling to clients as needed (subject to your legal right to work in the jurisdiction).

About Here™

Everything works right here.™

In a world of endless desktop applications, data sources, and services, Here™ (formerly OpenFin) provides an enterprise browser that brings an intuitive and unified app experience to end-user desktops, increasing security, while supercharging productivity, and lowering operational risk.

Through its advanced browser, search, and actionable notification capabilities, seamless and powerful workflows are enabled across all applications. Today, Here™ software is used by 90% of leading global financial institutions, the US Government, and Contact Centers across various sectors.

Here™ is backed by the largest financial institutions and most respected VC’s in the world, including Bain Capital Ventures, Bank of America, Barclays, CME Ventures, DRW Venture Capital, HSBC, ING Ventures, IQT, J.P. Morgan, Nyca Partners, Pivot Investment Partners, SC Ventures, and Wells Fargo among others.

About the Role

Here™ is growing, and we are looking for an experienced Customer Solutions Engineer to join us! At the core of this role, you will assist in facilitating the adoption of our growing product offering across enterprise organizations. This will involve working closely with internal Sales, Engineering, Product, and Customer Success teams to ensure clients are achieving successful implementations. Through your collaborative interactions with our teams and clients, you will play an active role in shaping the customer experience from start to finish. Your influence and thoughtful technical expertise will assist customers at all levels in understanding Here™’s capabilities. Through your efforts, you will help establish Here™ as the leading web-based platform for the enterprise desktop.

Responsibilities

• Technical Aptitude & Know-How:
• Collaborate with our Sales team, Prospects, and Customers to demonstrate Here™’s core product offerings including the Here™ Enterprise Browser solution as well as relevant APIs in sessions with stakeholders with a mix of technical backgrounds
• Assist in answering technical questions associated with client technology stacks and demonstrate value in how Here™ ties into and improves business workflows
• A working knowledge of Public Sector communication and norms to guide expectations and minimize time to value
• Proof of Concepts:
• Work closely with client teams to both guide and advance their POCs by defining scope, objectives, and milestones, in order to facilitate them to a successful completion
• Content Creation: 
• Develop meaningful, reusable tutorials and examples that address common Here™ implementations at scale
• Generate “Getting Started” materials to act as a guide for teams who are just becoming familiar with Here™
• Create developer documentation referencing both Here™ & web best practices, along with thoughtful integration approaches
• Client Onboarding: 
• Work with client teams to facilitate rapid uptake of Here™ through tools and materials for teams beginning their implementation projects
• Hands-on work in confidential or sensitive public sector systems where clearances are required
• Perform regular check-ins with teams, host training sessions, and provide assistance where necessary
• Product Scope: 
• Elicit and collect feedback from customers, as well as product insight to share with internal teams - this process will help shape the creation of new Here™ products and APIs, while providing direction on how to best assist the client
• Superior Communication: 
• Maintain excellent customer facing verbal and written communication skills and properly route information, acting with a sense of urgency, to expedite critical needs for both existing customers and prospective customers

What We’re Looking For

• A minimum of 7 years of relevant experience is required, ideally within a SaaS or similar environment
• Current TS/SCI Full Scope Poly Clearance Required
• Excellent communication skills, along with being comfortable presenting to a range of different audiences
• Confident command of JavaScript/TypeScript and a strong technical aptitude with the ability to understand complex technology requirements
• Experienced in building, integrating, and supporting large single-page applications
• Must be comfortable navigating competing demands for concurrent projects and willing to take a lead role on ensuring delivery of priorities
• A genuine passion for supporting technical implementations, across a range of technology solutions
• Experience in any of the following would be both preferred and beneficial - Electron, PWAs, .NET & Java, large-scale public sector system enhancement or sales
• A big plus for experience working with Here™ products and/or relevant tooling
• An interest in web development and how new standards can help build richer applications
• Excited about an opportunity that challenges you to be disciplined, while solving unique technical problems, and being responsive in a customer focused and context shifting environment
• An individual with an entrepreneurial mindset that is comfortable working in an established startup, while driving new capabilities in the Public Sector

What We’re Offering

Benefits -

• Generous Paid Time Off, Paid Holidays & Sick Time
• Competitive & Comprehensive Health Insurance
• Thoughtfully-Planned Paid Parental Leave
• Financial Well-Being Plans (FSA) (401k) (Life Insurance)
• Stock Options
• Professional Development Courses
• Employee Resource Groups

Additional Perks -

• One Medical - Free Membership
• Talkspace - Mental Health Therapy 24/7
• Team Lunches
• Casual dress code
• Commuter Benefits (NYC employees only)
• Citibike (NYC employees only)

Life at Here™ 

At Here™, we pride ourselves on fostering a friendly, collaborative, and supportive culture that truly respects the diversity of thought. Our goal is to create a space where employees can learn and innovate, and overall, have a good time doing it. We value and appreciate that our employees have a wide set of interests and experiences and put importance on taking the time to get to know one another and form relationships. From virtual socials and in-person events, to informal meetings and employee resource groups, we make it easy to engage and connect. Our environment promotes a productive, enjoyable learning experience - aligned together, working to create compelling solutions for our clients. Everything works right here.™

We are Here™ - Read about our recent rebrand from OpenFin to Here™

Recent Awards 

RECRUITERS NOTICE: Recruiters - if you wish to reach out to us regarding this job posting, you may reach out to externalrecruitment@here.io in order for your communication to be reviewed. Here™ will review these communications if external help is needed for a position. Agencies may not contact individuals within our organization with solicitations. Firms that do not follow these guidelines risk having all communication from their firm being blocked. We thank you in advance for your cooperation in following our process.

Sponsorship - While we highly value all of our candidates, we are not offering sponsorship for this role.

Salary Range: $175k - 225k

Salary Range Disclaimer: This base salary range represents the low and high end salary range for this particular position; not all encompassing of the total compensation package. Actual salaries may vary depending upon but not limited to experience, special skill set, education and location. This range represents only one aspect of Here™’s total compensation package offered to employees. Other forms of compensation may be stock options, paid time off and other variable benefits. Learn more about additional Here™ compensation benefits above.

Salary : $175,000 - $225,000