Solutions Engineer

Cambridge, MA /
Engineering /
Full-time
What we are looking for: The Wise Systems Solution Engineer (SE) is a key role in helping deliver best-in-class technical sales and service for a growing enterprise customer base. The SE will handle engagements with customers during pre-sales and deployment phases, technically configuring client accounts to suit specific use cases and managing data ingestion and export with clients. The SE will own resolving field-level technical support issues on an ongoing basis while a customer is live. In addition, the SE will develop and document best practices and share critical information with the extended Wise Systems team. This role will involve significant traveling.

Responsibilities:
Engage with the Sales team to implement proof-of-concept solutions or custom demos in the pre-sales process
Perform pre-sales audits in order to assess customer environments, recommend optimal system configurations and document integration requirements
Facilitate high quality deployments, partnering with the Customer Experience team on customer onboarding and training and implementing client-specific account configurations specifically around data ingestion and export
Post-deployment ownership of customer support technical issues, working to implement resolutions or work closely with Product Management to ensure support issues and feature requests are escalated when appropriate
Document customer-specific and/or product issues and proposed solutions
Work closely with Customer Experience and Product Management/Engineering teams to identify and resolve customer concerns and capture all feature requests and request for improvement
Where necessary, perform system maintenance (upgrades, reconfiguration, etc.) Ensure ongoing technical proficiency with all of company’s products
Bring a working understanding of and proficiency with calibration equipment for validating product performance
Dedicated onsite resource embedded within customer team
First line of defense for a single customer's escalations

Qualifications:
BS in a technical discipline (e.g., Computer Science) plus a minimum of 3 years of experience in a customer-facing field engineering role
Python, SQL strongly preferred You have been the primary technical contact person for customer-facing projects
Analytical, technical and problem-solving skills that can be applied to real-world solutions
Ability to communicate effectively with a broad range of people – with strong written and verbal communication skills
Ability to develop strong working relationships with customers and internal teams
Excellent computer skills and proficiency with leading business applications (Excel, Word, PPT, Keynote and others), as well as comfort with CRM applications
Highly skilled at time management, with proven ability to manage variations in workload
Ability to develop solutions when no crisp layout of the problem exists
Travel to customer sites required – up to 30%

Personal Characteristics:
You have a disciplined and focused approach to solving ambiguous problems and are obsessed with ensuring customer success
You bring a culture of respect for customers based on integrity, collaboration and partnership with your peers in the company
You pride yourself in adhering to the highest ethical standards and will tirelessly advocate for customers to influence all departments in the company
You value being in a team-oriented culture
You challenge yourself in coming up with creative solutions