Responsibilities
- Oversee the onboarding and training of new solutions engineers, managing the full training lifecycle in coordination with the SE Manager
- Act as the primary point of contact for associate solutions engineers, providing guidance, reviewing support cases, and ensuring training consistency
- Hold bi-monthly one-on-one meetings with team members to offer coaching, career development, and support
- Identify recurring customer challenges and communicate key findings to leadership for strategic action
- Promote ongoing learning and information exchange within the team through structured knowledge-sharing initiatives
- Manage Express Lane operations proactively, ensuring service-level agreements and customer support standards are consistently met
- Deliver technical demonstrations and presentations to prospective and existing customers
- Support customers through the successful deployment and configuration of the solution
- Partner with sales and account management to address customer needs before and after purchase
- Take ownership of support tickets, ensuring prompt and accurate resolution
- Diagnose and resolve technical issues, primarily in Windows environments, with familiarity in Linux or Mac systems preferred
- Join customer calls alongside engineers to provide real-time feedback and performance coaching
- Contribute to the refinement of consulting practices and provide product improvement insights
- Collaborate with Engineering, Product Management, and other internal teams to resolve high-priority customer issues
- Create and maintain internal documentation to standardize and scale technical solutions
- Perform additional responsibilities as assigned
Work Arrangement
Remote (City/Region)
Team
Lead a team of Solutions Engineers; report to SE Manager
Other
- This position is not eligible for visa sponsorship
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law
Not eligible for visa sponsorship
