Solutions Support Engineer

As a Solutions Support Engineer, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools.

You will collaborate with other Support, Engineering, Product, and Customer Success team members. Our Solutions Support Engineers get involved in several activities within pre-sales, from launch solution architecting and working with customer IT teams to facilitate technical integrations, to post-launch support.  You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes.  You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs.

Responsibilities:

• As a key member of the Solutions Support team, independently lead work streams like technical integration projects with customer/prospective IT teams 
• Provide support on-site and/or remote pre and post deployment
• Work effectively as a cross-functional team member between Sales, Product, Engineering, Launch, Customer Success, and Solutions Support to ensure successful delivery on customer requirements and ultimately high levels of customer satisfaction
• Work closely with the sales team, to support pre-sales activities, including, customer demos and presentations highlighting our value proposition to help move opportunities through the sales funnel 
• Triage, investigate, and resolve issues
• Develop product documentation knowledge base including Investigation Summaries, User Guides, Troubleshooting Steps, Training Materials, and FAQs
• Position will require travel to customer and prospect locations
• Present the company's capabilities at a strategic level and be comfortable to brainstorm and discover potential solutions 
• Setup pilots for customers
• Develop new tools for making demos more attractive and closer to customers' use cases
• Develop prototypes for integration with customers' existing infrastructure

Requirements:

Prior Experience

• 2+ years of experience in solutions engineering, technical sales, technical support, consulting, or other customer-facing experience supporting sales of complex software and/or services to enterprises
• Experience using Python, Java, .Net, or experience with another object-oriented programming language with a willingness to learn Python is a plus
• Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation
• Ability to create, modify, and optimize SQL queries to deliver enterprise-grade solutions
• Familiarity and experience with development tools (Github, Linux commands, Jira, etc.)
• Willingness to be occasionally hands-on (Telematics Hardware installation at the customer facility for POC, application testing, etc.)
• Solid technical aptitude and a passion for learning new technologies, products, and methodologies

Personal Skills

• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Strong interpersonal skills for maintaining effective and courteous relationships with employees and business contacts
• Experience communicating complex customer issues and use cases to development teams and non-technical stakeholders
• Fluency in French and English, Spanish and English, or German and English - oral and written
• Proven ability to document technical concepts
• Excellent problem solver; able to prioritize and coordinate between multiple projects simultaneously
• Passionate about delivering excellent customer service
• Must be able to work effectively in a team environment as well as alone
• Willingness to travel to a customer location, another office location, or an ancillary location to perform your job function up to 25% of the time

Preferred Experience

• Familiarity with Sumo Logic, Agile development methodologies, and Postman is a bonus!
• Familiarity with Zendesk, Confluence, PagerDuty, Slack, and similar tools
• Demonstrates strong understanding of software development, system architecture, APIs, log analysis, error debugging, and integrations
• Experience engaging with customers in a technical role throughout the full customer lifecycle, including pre-sales, onboarding, product launch, and technical support

Requirements for Hybrid Work Setup

• Ability to Work at a Standard Computer Setup
  Candidates must be able to work at a standard computer workstation for up to 40 hours per week, with or without reasonable accommodations
• Access to High-Speed Internet
  Candidates must have access to a reliable, high-speed internet connection to support seamless remote work and virtual collaboration
• Dedicated Workspace
  When working remotely, candidates must have an appropriate, distraction-free workspace within their residence to ensure productivity and professionalism

Location

• Paris, France 

Preferred Industry Background

• Fleet Management
• Leasing and Asset Management
• Software Platform Solutions
• Connected Car Services
• Mobility Services
• Location-Based Services/Mapping