Sr. Technical Solutions Engineer

Company Description

Serviceaide is a global leader in modern service and support management software. The company aims to transform service management across IT, business/departments, and customer service by applying breakthroughs in AI. Serviceaide delivers better experiences for employees, customers, and analysts through digital labor conversations, automation, and knowledge.

Position Summary:

Serviceaide, Inc. is looking for a strong Sr. Technical Solutions Engineer candidate for our Customer Solutions team. This role is key in providing technical expertise and support to the sales team and customers, assisting in the successful sale, growth and deployment of our products and services. The ideal candidate will have a strong technical background, excellent communications skills, and a passion for providing superior customer service while driving sales initiatives. 

Responsibilities:

Spearhead the technical and solution campaigns to both prospective and existing clients, including:

·      Lead the team of Presales Engineers in the technical discovery around current customers architectures, as well as business and technical challenges/opportunities, to attain revenue and profitability targets as set by the organization

·      Develop and deliver KPI’s for the Solutions team to measure effectiveness and identify opportunities for efficiency

·      Host technical workshops with the product team, working side by side with product leaders and developers demonstrating platform capabilities, and overcome all technical and process objections and concerns

·      Architect and execute Proof of Value plans to achieve process improvement and technical selection over the competition. Ensure the complete solution for our customers.

·      Develop custom applications across web, mobile, voice, and IT platforms and integrate the product to demo the solution in their current & future state

·      Solution design for advanced use cases using platform API’s and capabilities

·      Building strategic crawl, walk, run plans and align the appropriate implementation plan to put customers on a victory path through value realization

·      Own engagement with product marketing, product, consulting and customer success on existing gaps, futures, and product strategies

·      Contribute and refine a world-class Sales Engineering playbook

·      Present at industry events, conferences, and meetups

Requirements:

·      Bachelor’s degree in computer science, Computer Engineering, or related technical field or equivalent experience

·      Have 7 years’ experience in Sales Engineering, Process Improvement, Technical Product delivery roles for a software product in a SaaS environment, with minimum of 2 years of experience leading teams

·      Demonstrable experience with and in AI, ITSM, ITAM, ITOM

·      2 years of experience with Java, .Net, JavaScript or other programming languages/technical skills or technical environments

·      Exceptional people management skills. Ability to bring out the best in your team. A leader of leaders

·      Knowledge of KPI’s/metrics related to Solutions Engineering effectiveness and ability to implement and deliver with happy customers

·      Demonstrated strong experience collaborating with prospect marketing, product, engineering, and data science teams, translating business requirements and use cases into technical solutions

·      Equally fluent talking technical details or taking a high-level view; able to show IT Suite processes

·      Never met a whiteboard you didn’t like and can design complex solutions on the fly for a small audience or command a large cross-functional team of multi-faceted team members!