Technical Engagement Engineer – ES

Location: Pittsburgh, PA

Job Type: Full Time / Permanent

This position is responsible for engaging with our internal staff and external customers at a technical level to support and advocate the full company’s Enterprise Solutions product line across a variety of platforms.

Responsibilities:

  • Provide accurate, thorough, and timely technical support to customers via phone, screen sharing, email and internal ticketing system.
  • Develop and maintain a thorough understanding of company Enterprise Solutions product line and related business functions.
  • Develop proof of concepts, demos, and sample applications for delivery to existing and potential customers demonstrating the use of the company ES product lines.
  • Address existing and pre-sales customers’ technical and non-technical questions regarding company product usage, whether addressing them directly or coordinating with Engineering team to resolve.
  • Act as a liaison between the customer and company product teams (Sales, Marketing and PM) to ensure success of the product.
  • Maintain a good technical relationship with existing and new customers focusing on (but not limited to
  • Explain technical details and requirements to both technical and non-technical audiences alike
  • Maintain line of communication with most significant customers
  • Understand customer needs and identify avenues of additional usages for company products by the customer and pass them to the Sales team
  • Assist Sales with key generation, customer data management, and sales related technical questions
  • Attend weekly product meetings to represent the customers and discuss trends in customer requirements and questions
  • Manage and own the lifecycle of customers’ technical questions and requests with company ES product team to ensure excellent customer service. Pro-actively escalate where needed to other ES team members.
  • Gain an in-depth understanding of the customers’ product usage and contribute to the Product Roadmap with inputs of customer use-cases and market trends.
  • Represent and evangelize company products in the market in conferences, seminars, and corporate events.
  • Conduct customer demos, webinars, customer trainings, and other technical talks representing company products
  • Write Blog articles, case studies, and other technical & non-technical written content representing company products

Education & Experience:

  • BBA/BA/BS in a technical discipline is preferred
  • Experience or understanding of software development is a plus, but not required
  • Experience or understanding of enterprise applications and implementation is a plus, but not required
  • Familiarity with web technologies such as HTML5, JavaScript, jQuery, ASP.Net, web APIs
  • Familiarity with databases like SQL Server, Oracle, Postgres, etc.
  • Familiarity with cloud services like Azure, AWS, Google Cloud, etc.
  • Familiarity with networks and platform architecture, implementation, and maintenance is preferred
  • An understanding of SaaS based software is preferred.
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