Solutions Engineer

$166,600 - $190,000/Yr

American Airlines Group - New York, NY

Full-time

Hybrid - New York, NY

Air Transportation

About the position

The Solutions Engineer role at Envoy is a dynamic position within the Customer Success organization, requiring collaboration across various teams including sales, product, engineering, and finance. The role involves assisting account executives in the pre-sales process, addressing security inquiries, and providing technical support to customers. Solutions Engineers are expected to be adaptable, technology-savvy, and capable of learning new SaaS products quickly, while also advocating for customer needs and ensuring compliance with security standards.

Responsibilities

• Assist account executives with the pre-sales process and security questions.
• QA experimental functionality and troubleshoot customer issues.
• Align with the Customer Success team for post-sales processes, including technical demos and security reviews.
• Work with customers' IT, security, and legal teams to maintain compliance and security standards.
• Lead the implementation and integration of solutions into customer environments.
• Tailor the product to meet customer business requirements.
• Act as a liaison between customer-facing teams and Product, Engineering, and Design teams.
• Provide critical feedback to product and engineering teams based on customer needs.
• Investigate product bugs using data and logs.
• Educate coworkers and customers on complex technical issues like SAML, SCIM, OAuth, and cloud infrastructure.
• Become proficient in Envoy's Developer & Integration Platform and API capabilities.

Requirements

• 4+ years in a technical solutions engineering or partner engineering role, or 5+ years in a technical account management role, or 3+ years as an Implementation Engineer.
• Intermediate SQL skills for data investigation.
• Familiarity with git and command-line tools.
• Understanding of internet protocols (DNS, HTTP, TLS, Certificates).
• Basic understanding of APIs and API architecture is a plus.
• Ability to write simple scripts for problem-solving.
• Strong functional and technical skills with attention to detail.
• Excellent verbal and written communication skills.
• Self-starter with project ownership capabilities.
• Comfortable communicating with IT directors, legal teams, and software developers.
• Security-conscious with a focus on data storage practices.

Nice-to-haves

• Ability to learn Ruby on Rails Active Record Query Interface.
• Understanding of SAML and Active Directory.
• Knowledge of SSO access control.
• Experience with IT infrastructure installation/configuration (e.g., switches, routers, VOIP).
• Experience with badge/ID printers and digital security cameras.
• Familiarity with security review tools like Loopio or Whistic.
• Knowledge of TypeScript, Node, JavaScript, Python, Kubernetes.
• 2+ years of experience explaining API usage and architecture.
• 1+ years in a leadership role.

Benefits

• Market competitive salary
• Equity for all full-time roles
• Comprehensive benefits package