May 19, 2021

Customer Solutions Engineer

  • Boston, Massachusetts, United States
Full time

Job Description

As a Customer Solutions Engineer, you will be responsible for actively driving and managing the requirements gathering and high-level design process. Working with direct and channel customers you will describe the company’s technology and product portfolio positioning to both business and technical users. You will support the sales teams at the pre-sales stages, customers on-boarding and also projects, managing the implementation software customizations. Using business process and analysis skills you will build a set of requirements in consultation with the customer and then, working with engineers, you will produce a high-level design. Being able to explain technical concepts to a non-technical audience is a key aspect of the role, together with an understanding of business needs and pressures in a commercial setting. This role helps the customer to faster benefit from the SOPHiA solutions and realize business value. Provide onsite and remote pre-sales support by working closely with the sales teams to understand and define client’s key business drivers Determine gaps and technical requirements to meet client goals and act as liaison between the organization’s sales/business development and engineering groups. Propose solutions which meet those requirements, ensuring they are technically viable and add value to the overall proposal Create design configuration documentation including diagrams with technical explanations Set up customers for immediate success by facilitating the implementation process for new accounts. Educate new customers, build and maintain on-boarding material and ensure smooth adoption of our products and services. Write and review documentation for process optimization Produce customization documents including Statement of Work and implementation plans Liaise with internal teams to ensure effective delivery of custom projects Provide onsite customer support Requirements Bachelor’s degree in computer science (or equivalent) 5+ years of experience in a software consulting or similar role Working experience with server technologies and solution building, including virtualization; cloud technologies, network storage systems and data center services. Programming and scripting experience are required Advanced understanding of IT/Networking concepts including client and server operating systems, Active Directory, LDAP and network management (TCP/IP, DHCP, DNS, firewalls) Java, JavaFX, MySQL Experience in both SaaS/technology fields Customer Oriented Strong interpersonal, written and oral communication skills including the ability to confidently present proposals Rigorous, structured, flexible, stress resistant and autonomous Excellent time management, particularly the ability to effectively prioritize and execute tasks in line with business objectives Project management experience is a plus Perfect command of English Home Office Willing to travel Benefits A flexible, friendly and international working environment with a collaborative atmosphere An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness. A fast-growing company with plenty of opportunity for personal growth and development A hard-technical challenge to solve with exciting modern technology - cloud computing, Big Data, DevOps, machine learning

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