Applies technical expertise in a set of technical solutions to provide guidance to customers. Recognizes opportunities and follows up with project management on optimizations of solutions and technical delivery, including automation and process streamlining. Provides proactive and reactive technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation. Assists customers with non-routine software updates, upgrades, configuration, and incident remediation and educates customers on product features, upgrades, and best practices. Generates and maintains customer deliverables and documentation to help customers implement solutions independently. Performs problem analysis and investigation independently, providing documented technical solutions ready for customers to implement, test, and maintain, and engages with stakeholders to support the alignment of technical deliverables with project goals. Leverages customer insights to identify new service offerings and delivers presentations and contributes to consulting with clients on solutions for defined technical areas.
Internal Responsibilities
Key Responsibilities
Technical Leadership:
-Applies technical expertise in a set of technical solutions to provide guidance to customers.
-Recognized as a technical subject matter expert in a set of products, services, and best practices, staying updated with industry trends and advancements.
-Provides functional input during the pre-sales phase of opportunity, if asked.
-Recognizes opportunities and follows up with project management on optimizations or efficiency efforts (e.g., automation, streamlined processes, elimination of redundant effort) into solutions and technical delivery, where applicable.
Service Delivery:
-Provides proactive and reactive remote or onsite technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation and providing and verifying workarounds.
-Assists customers with non-routine software updates, upgrades, configuration, and incident remediation, seeking assistance when needed.
-Analyzes new issues encountered by customers by performing thorough technical root cause investigations for incidents.
-Gathers lessons learned post-project to refine approach for technology implementation or project.
Global Customer Engagement & Education:
-Engages in customer relationships, addressing technical needs and assisting in solution delivery to meet operational goals.
-Educates customers on product features, upgrades, and patches and promotes best practices for technology stability, maintainability, upgradeability, and performance.
-Participates in customer meetings where technical input is required for critical or escalated issues or where technical direction is needed for key decisions, providing technical advice as needed.
-Uses contextual understanding of customer solutions to influence customer direction.
Technical Design & Documentation:
-Generates and maintains customer deliverables, SOPs, and documentation independently to help customers implement solutions.
-Performs problem analysis and investigation, providing documented technical solutions ready for customers to implement, test, and maintain, independently.
-Participates in solution design reviews with senior engineers, during pre-sales.
-Begins to encourage adoption of best practices and support junior engineers in problem-solving.
-Applies basic understanding of design trends and existing tools to support solution quality and maintain relevance.
Influence & Collaboration:
-Engages with cross-functional internal and external stakeholders to support the alignment of technical deliverables with broader project goals.
-Maintains network to collaborate across teams.
-Provides task-level risks related to their workstream on the customer's technology roadmap.
Innovation & Business Development:
-Applies customer feedback to inform local improvements to services and flags alignment issues to relevant teams.
-Leverages customer insights to identify new service offerings and engagement methods.
-Gathers customer requirements and helps scope solutions aligned to specialized technology areas, translating business needs into actionable technical deliverables.
-Identifies sales opportunities for additional services aligned to technical expertise across a set of technical products for customized client solutions.
-Delivers presentations and contributes to solution consulting with clients for defined technical areas.
-Uses growing technical expertise to contribute to value proposition conversations with customers.
Core Responsibilities
Collaboration & Partnership:
-Collaborates with cross-functional teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.
Continuous Improvement:
-Proactively identifies and helps implement ideas to increase the efficiency and effectiveness of processes, protocols, and workflows. Seeks input from team members on alternative approaches and methods for improving work.
Planning & Execution:
-Independently manages work, monitoring timelines and budgets to ensure projects stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.
Problem Solving:
-Independently identifies and addresses moderately complex issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and information from multiple sources to troubleshoot moderately complex errors.
Continuous Learning:
-Embraces continuous learning by actively seeking to build knowledge and new skills and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills.
External Responsibilities
Key Responsibilities
Technical Leadership:
-Applies technical expertise in a set of technical solutions to provide guidance to customers.
-Recognized as a technical subject matter expert in a set of products, services, and best practices, staying updated with industry trends and advancements.
-Provides functional input during the pre-sales phase of opportunity, if asked.
-Recognizes opportunities and follows up with project management on optimizations or efficiency efforts (e.g., automation, streamlined processes, elimination of redundant effort) into solutions and technical delivery, where applicable.
Service Delivery:
-Provides proactive and reactive remote or onsite technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation and providing and verifying workarounds.
-Assists customers with non-routine software updates, upgrades, configuration, and incident remediation, seeking assistance when needed.
-Analyzes new issues encountered by customers by performing thorough technical root cause investigations for incidents.
-Gathers lessons learned post-project to refine approach for technology implementation or project.
Global Customer Engagement & Education:
-Engages in customer relationships, addressing technical needs and assisting in solution delivery to meet operational goals.
-Educates customers on product features, upgrades, and patches and promotes best practices for technology stability, maintainability, upgradeability, and performance.
-Participates in customer meetings where technical input is required for critical or escalated issues or where technical direction is needed for key decisions, providing technical advice as needed.
-Uses contextual understanding of customer solutions to influence customer direction.
Technical Design & Documentation:
-Generates and maintains customer deliverables, SOPs, and documentation independently to help customers implement solutions.
-Performs problem analysis and investigation, providing documented technical solutions ready for customers to implement, test, and maintain, independently.
-Participates in solution design reviews with senior engineers, during pre-sales.
-Begins to encourage adoption of best practices and support junior engineers in problem-solving.
-Applies basic understanding of design trends and existing tools to support solution quality and maintain relevance.
Influence & Collaboration:
-Engages with cross-functional internal and external stakeholders to support the alignment of technical deliverables with broader project goals.
-Maintains network to collaborate across teams.
-Provides task-level risks related to their workstream on the customer's technology roadmap.
Innovation & Business Development:
-Applies customer feedback to inform local improvements to services and flags alignment issues to relevant teams.
-Leverages customer insights to identify new service offerings and engagement methods.
-Gathers customer requirements and helps scope solutions aligned to specialized technology areas, translating business needs into actionable technical deliverables.
-Identifies sales opportunities for additional services aligned to technical expertise across a set of technical products for customized client solutions.
-Delivers presentations and contributes to solution consulting with clients for defined technical areas.
-Uses growing technical expertise to contribute to value proposition conversations with customers.
Core Responsibilities
Collaboration & Partnership:
-Collaborates with cross-functional teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.
Continuous Improvement:
-Proactively identifies and helps implement ideas to increase the efficiency and effectiveness of processes, protocols, and workflows. Seeks input from team members on alternative approaches and methods for improving work.
Planning & Execution:
-Independently manages work, monitoring timelines and budgets to ensure projects stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.
Problem Solving:
-Independently identifies and addresses moderately complex issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and information from multiple sources to troubleshoot moderately complex errors.
Continuous Learning:
-Embraces continuous learning by actively seeking to build knowledge and new skills and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills.
