Technical Engagement Engineer – ES
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 product line across a variety of platforms.
Primary Duties and 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 the 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 product lines. • Address existing and pre-sales customers’ technical and non-technical questions regarding product usage, whether addressing them directly or coordinating with Engineering team to resolve. • Act as a liaison between the customer and 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 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 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 products in the market in conferences, seminars, and corporate events. • Conduct customer demos, webinars, customer trainings, and other technical talks representing products • Write Blog articles, case studies, and other technical & non-technical written content representing products
Benefits: • Company paid medical, dental and vision insurance, HSA contributions, FSA options • 401k match, Life Insurance, AD&D, STD, LTD, Pet Insurance discount, Aflac insurance, EAP • Competitive PTO, monthly celebrations, volunteer opportunities