Solutions Engineer

1 month ago

Old Toronto, Canada DigitalGenius Full time

Company:

DigitalGenius is a venture-backed artificial intelligence company delivering practical applications of AI, APIs, Automation, and Analytics to some of the largest and fastest-growing customer service operations in the world. We’re a dedicated team of conscientious and hard working young professionals committed to driving CX Excellence in E-Commerce. Our team is headquartered in London with colleagues based across the UK, US, Canada, and EU.

Role & Responsibilities

Solutions Engineers at DigitalGenius are partnered with our Customer Success Managers to successfully deliver our solutions to their shared portfolio of customers. This role would be responsible for the technical aspects of service delivery across our UK, EU, and North America East accounts.

As part of the Customer Success team, the Solutions Engineer is responsible for successfully implementing and optimizing our solutions throughout the post-sales customer lifecycle. This includes: integration, configuration, deployment, training, monitoring, and troubleshooting. Solutions Engineers are expected to:

  • Join recurring customer calls to maintain a deep understanding of customer’s business processes and their technical environment to deliver effective solutions.
  • Build, integrate, and optimise automation processes for customer service via our Visual Flow Builder.
  • Develop integrations with other platforms by coding in Node.js or Python AWS lambdas.
  • Ensure timely resolution of customer issues by managing technical support responses and escalations.
  • Apply continuous improvement methodology to implemented solutions to identify and enable the greatest potential of our services for our customers.
  • Assist in training our Customers on how to build, update, and manage their own automations processes via our Platform.
  • Identify and communicate product enhancement potential to our Product team

Required:

  • Coding experience (Python and/or Node.js)
  • Strong organisational and project management skills
  • Excellent communication, critical thinking & analytical skills

Preferred:

  • Can start before October 15th 2024
  • 2+ years of experience within the SaaS industry
  • Experience building automated process flows
  • Experience working with Customer Service CRMs (e.g. ServiceCloud, Zendesk, Freshdesk, Gorgias)
  • Experience working with OMS systems (e.g. Shopify, CommerceCloud, Magento)
  • Experience working with APIs and developing integrations
  • Interest in AI and Machine Learning concepts
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