About the position
We are seeking a highly skilled and motivated Senior Solutions Engineer to join our dynamic team. The ideal candidate will work closely with new and existing SaaS customers to gain a deep understanding of their business requirements, identify product functionality gaps, and translate these insights into actionable product specifications. As a Senior Solutions Engineer, you will serve as a technical leader and subject matter expert, providing support and guidance to other team members. This role offers the potential to grow into a management or director role, providing opportunities for professional growth and leadership development. You will play a pivotal role in ensuring project timelines are met, deliverables are handled effectively, and customer experiences are positive.
Responsibilities
- Facilitate the seamless onboarding of customers onto our SaaS platforms, ensuring a smooth transition and positive beginning to their journey.
- Design and implement custom data integration pipelines to meet the specific needs of each customer.
- Collaborate with internal teams and customers to extract and document product customization requirements through interviews, data analysis, customer calls, business process descriptions, use cases, scenarios, and workflow analysis.
- Analyze gathered information from diverse sources, break down complex data into detailed documents, and create necessary project documentation such as functional requirements and acceptance criteria.
- Work closely with the customer support team to ensure business continuity and smooth transitions post-onboarding.
- Manage and meet all customer timelines and deadlines, proactively communicating any delays to customers and management.
- Simultaneously handle deadlines for multiple migrations, ensuring efficient project delivery.
- Collaborate with the Engineering team to develop custom functionality for new customers as needed.
- Provide assistance to the customer support team with inquiries when required.
- Conduct user acceptance testing related to custom functionality to ensure quality and satisfaction.
- Serve as a technical leader and subject matter expert, supporting and mentoring other team members to enhance their skills and understanding.
- Engage in special projects and other tasks as needed.
Requirements
- Proven experience working in a SaaS company.
- Demonstrated experience in writing technical documents, including functional requirements, acceptance criteria, and use cases.
- At least 2+ years of experience in a role involving the documentation of user requirements.
- Familiarity with cloud-based technologies and APIs for integrating customer systems with our products.
- Strong experience and knowledge of Excel, including advanced functions and data manipulation techniques, and CSV data management.
- Proficiency with YAML, SQL databases, and other scripting languages.
- Excellent analytical skills with the ability to collect, organize, analyze, and disseminate large amounts of information with attention to detail and accuracy.
- Highly developed critical thinking skills, with the ability to think creatively and practically to resolve issues.
- Exceptional verbal and written communication skills, with the ability to communicate clearly with both internal team members and external customers.
- Strong troubleshooting skills to effectively tackle technical challenges.
- Business process analysis and application development skills are advantageous.
- BA/BS degree in a related field or equivalent work experience.
