Pre-sales & Solutions Engineer

Denver
Customer Engagement – Customer Support /
Full-Time /
Remote
Advanced Navigation is the world’s most determined innovator in AI robotics and navigation technologies across land, air, sea and space applications. Founded on a culture of research and discovery, Advanced Navigation's mission is to be the catalyst of the autonomy revolution. Fields of expertise include artificial intelligence, underwater sonar, GNSS, radio frequency systems, inertial sensors, robotics, quantum sensors and photonics. 
Today, Advanced Navigation is a supplier to some of the world's largest companies, including Airbus, Boeing, Google, Tesla, NASA, Apple, and General Motors. Discover it for yourself: https://youtu.be/F7uAqs1gtuk

Overview of Position 

As a Customer Success & Solutions Engineer, your role revolves around ensuring our clients' success and satisfaction. This involves delivering consulting engineering services, offering expert technical advice, conducting thorough problem analysis, and devising solutions tailored to their specific needs.

You'll collaborate closely with our customers, gaining insight into their objectives and obstacles. Leveraging your technical acumen, you'll guide them towards achieving success with our products or services.

Additionally, you'll assist the sales team in maintaining customer satisfaction by overseeing timelines and keeping clients updated on progress. You'll also play a pivotal role in supporting technical implementations and addressing product issues and escalations, all geared towards delivering the utmost client satisfaction.

Role Responsibilities:

    • Research, resolve, and respond to a variety of customer technical issues, while also liaising with our engineering team to resolve software and hardware bugs discovered during support investigations;
    • Support the sales team by meeting with our most important customers in person, and preparing them for customer engagements; 
    • Collaborating with the Sales Team on the qualification, development and execution with the company’s technical solutions that meet and exceed the customer’s application and opportunities;
    • Travel nationally / globally for specialised support and sales opportunities and also to conduct training for our customers
    • Manage and maintain the dedicated regional loan pool in collaboration with Sales Operations;
    • Organise and support customer loans both from a technical and administrative perspective;
    • Analyse and problem solve high-level complex issues and provide in-depth technical assistance to account executives, engineers, and product managers;
    • Create and maintain internal and external support documentation including policies, standard operating procedures, guidelines, knowledge articles and customer facing tools (GUI’s and SDK’s etc...);
    • Develop and nurture successful long-term relationships with our customers by creating a best-in-class customer experience;
    • Pass on potential RMA’s to the support team members based at Head Office for review and analysis; 

Qualifications & Experience

    • Have studied at a higher education institution focused on engineering
    • 3+ years of experience as a Solution/Application/Support Engineer or equivalent customer-facing role, preferably with experience supporting Geospatial, surveying, maritime, or robotic market segments
    • An ability to quickly communicate complex ideas around a technical topic, ideally on the fly at a whiteboard
    • A dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
    • Experience working in support environments using integrated CRM systems as well as tools such as Matlab for data analysis.
    • Interest in working in a fast-paced environment, to help customers accelerate their journey to creating an accurate position, velocity, acceleration and orientation under the most demanding conditions
    • Effective presentation crafting and delivery skills
    • A collaborative and team-oriented mindset for accomplishing goals
What are some of the benefits you will have access to?

You'll have access to industry-leading products with diverse applications within some of the most interesting and exciting projects worldwide. We’re growing a team of inspired, smart, and driven individuals from all sorts of backgrounds. With great opportunities for growth and variety, we strive to help each employee carve out the path that’s right for them.