Customer Solutions Engineer (CSE)
We’re looking for an enthusiastic and talented solutions engineer to join our team. Predictive Response provides leading engagement marketing software and solutions for Salesforce.com; designed to help marketers develop long-term relationships with their customers.
Our engineers work in small teams and influence the direction of our products. In this role, you will focus on supporting our customer base to be successful. You will be challenged to work across a variety of customer issues and needs. You will need to be able to quickly analyze the root cause of an issue, triage it and bring it to the engineering team. This will require working closely with external and internal stakeholders in an organized fashion. You will be working with the overall engineering team in an agile fashion on a day-to-day basis. Additionally, you will serve as technical solutions engineer for the entrepreneurial team. Strong problem-solving skills, proactivity, tenacity and organizational skills will help the you succeed in this role.
Proactively assist customers with technical issues that may arise.
Troubleshoot and perform root cause analysis. Identify and provide timely workarounds and solutions to meet a customer’s business needs.
Reproduce the issue in-house when possible and file engineering tickets. Work with engineering and product management to prioritize as customer advocate to get resolutions in next release. When possible, analyze code and participate in engineering processes to develop and deploy defect fixes as service packs/hotfixes.
Constantly stay ahead in communicating with customers. Manage expectations properly to avoid escalations. Be a strong voice of customers during engineering planning.
Assist through release cycles in testing new features, enhancements and defect fixes.
Assist Client Services teams with technical solutions in new client implementations.
Participate as key technical lead in Support offerings to customers that may include minor product enhancements or report development.
Assist other teams such as sales & marketing with technical issues, as required.
Bachelor’s degree in Computer Science or related major
2+ years of relevant experience doing support and/or testing for a software development company. Startup experience is a plus.
Good working knowledge of website construction and internet-based technologies
Basic website troubleshooting and use of browser developer tools
Experience in release management a plus
Excellent written and verbal communication skills