Solutions Support Engineer
Solutions Support Engineer
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Job Description
Moving the world better thats the backbone of everything we do. At Ridecell we pride ourselves on helping the largest fleets in the world digitally transform their business operations to achieve their goals no matter how big or adventurous. Our fleet automation and mobility platform modernizes and monetizes fleets by combining realtime data insights with digital vehicle control that turns manual processes into automated workflows. Imagining a world where fleets fix and run themselves is no longer a concept its a reality.
The results Unmatched efficiency unparalleled control and complete transparency for shared services motorpool rental and logistic fleets who rely on vehicles and drivers to move their business forward. Today Ridecell powers some of the most successful fleets across Europe and North America including Gig Car Share from AAA Arval and KINTO Share by Toyota Sweden. Headquartered in San Francisco California with offices in Madrid Paris Berlin and Pune India Ridecell builds the technologies and solutions that unlock the full power of fleets.
To learn more about our suite of solutions visit https://ridecell/solutions/.
As a Solutions Support Engineer you are the primary point of contact when Ridecells customers ask questions report issues and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecells integrated platform and tools.
You will collaborate with other Support Engineering Product and Customer Success team members. Our Solutions Support Engineers get involved in several activities within presales from launch solution architecting and working with customer IT teams to facilitate technical integrations to postlaunch support. You will follow a wellarticulated process and datadriven metrics to help the business identify and remedy gaps in the platform support structure identify bugs in the platform and triage closely with the engineering teams for fixes. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs.
Responsibilities:
- As a key member of the Solutions Support team independently lead work streams like technical integration projects with customer/prospective IT teams
- Provide support onsite and/or remote pre and post deployment
- Work effectively as a crossfunctional team member between Sales Product Engineering Launch Customer Success and Solutions Support to ensure successful delivery on customer requirements and ultimately high levels of customer satisfaction
- Work closely with the sales team to support presales activities including customer demos and presentations highlighting our value proposition to help move opportunities through the sales funnel
- Triage investigate and resolve issues
- Develop product documentation knowledge base including Investigation Summaries User Guides Troubleshooting Steps Training Materials and FAQs
- Position will require travel to customer and prospect locations
- Present the companys capabilities at a strategic level and be comfortable to brainstorm and discover potential solutions
- Setup pilots for customers
- Develop new tools for making demos more attractive and closer to customers use cases
- Develop prototypes for integration with customers existing infrastructure
Requirements:
Prior Experience
- 2 years of experience in solutions engineering technical sales technical support consulting or other customerfacing experience supporting sales of complex software and/or services to enterprises
- Experience using Python Java .Net or experience with another objectoriented programming language with a willingness to learn Python is a plus
- Ability to evaluate troubleshoot and follow up on customer issues as well as replicate and document for further escalation
- Ability to create modify and optimize SQL queries to deliver enterprisegrade solutions
- Familiarity and experience with development tools (Github Linux commands Jira etc.
- Willingness to be occasionally handson (Telematics Hardware installation at the customer facility for POC application testing etc.
- Solid technical aptitude and a passion for learning new technologies products and methodologies
Personal Skills
- Excellent customer service skills the ability to be empathetic accurate compassionate responsive resourceful and conscientious
- Strong interpersonal skills for maintaining effective and courteous relationships with employees and business contacts
- Experience communicating complex customer issues and use cases to development teams and nontechnical stakeholders
- Fluency in French and English Spanish and English or German and English oral and written
- Proven ability to document technical concepts
- Excellent problem solver; able to prioritize and coordinate between multiple projects simultaneously
- Passionate about delivering excellent customer service
- Must be able to work effectively in a team environment as well as alone
- Willingness to travel to a customer location another office location or an ancillary location to perform your job function up to 25 of the time
Preferred Experience
- Familiarity with Sumo Logic Agile development methodologies and Postman is a bonus!
- Familiarity with Zendesk Confluence PagerDuty Slack and similar tools
- Demonstrates strong understanding of software development system architecture APIs log analysis error debugging and integrations
- Experience engaging with customers in a technical role throughout the full customer lifecycle including presales onboarding product launch and technical support
Requirements for Hybrid Work Setup
- Ability to Work at a Standard Computer Setup
Candidates must be able to work at a standard computer workstation for up to 40 hours per week with or without reasonable accommodations - Access to HighSpeed Internet
Candidates must have access to a reliable highspeed internet connection to support seamless remote work and virtual collaboration - Dedicated Workspace
When working remotely candidates must have an appropriate distractionfree workspace within their residence to ensure productivity and professionalism
Location
- Bordeaux France
Preferred Industry Background
- Fleet Management
- Leasing and Asset Management
- Software Platform Solutions
- Enterprise Software
- Connected Car Services
- Mobility Services
- LocationBased Services/Mapping
Our Commitment To Inclusion & Belonging
Ridecell is not only committed to building our own diverse and inclusive company we celebrate our differences and actively work with all Ridezillas in achieving their career ambitions in the broader ecosystem. We are an equal opportunity employer and encourage all applicants to apply no matter your race religion sex national origin sexual orientation age disability gender identity or gender expression. If we can do anything to improve your application and interview process please let us know!
To Recruitment Agencies
Ridecell does not accept unsolicited resumes. Please do not forward resumes to Ridecell employees. Ridecell is not responsible for any fees related to unsolicited resumes.
Employment Type
Full Time
