Professional Services Engineer
Job Description
The Professional Services Engineer is part of our Professional Services team and requires a balance of real world technical expertise and strong customer consulting. As a SecureLink Professional Services Engineer you will deliver exceptional customer service delivering training, implementation, onboarding, and detailed consulting concerning our product, features and industry specific use cases. You will demonstrate your technical knowledge of our various product modules and configurations and become the utmost authority ensuring customers use the product to its fullest. Our users will look to you for best practices and prescriptive advice to help them solve complex business challenges.
Key Responsibilities
- Continuously expand and renew knowledge of our product
- Consult customers on the best configurations, modules and workflows for their use case and industry
- Serve as the escalation resource for all advanced or complex use product questions
- Train customers to effectively use SecureLink for their specific business need in implementation and ongoing
- Maintain and create training documentation to provide self-guided learning for new features and configurations
- Work with customers to introduce new features and processes after upgrades
- Analyze design alternatives and recommend best approaches based on knowledge of business requirements
- Conduct periodic product assessments on customer implementations to ensure customers are using the product fully and properly
- Actively onboard customers’ vendors and clients into the solution including best practices and security consulting, configuration and connectivity testing
- Research industry standards and requirements for compliance, security and standard use cases to provide insightful consulting and services
Skills & Requirements
It is absolutely imperative that you have:
- 2+ years experience in a professional services or product specialist role
- 4+ years experience in a high-tech computer and networking environment
- Familiarity with SQL, Networking and SalesForce
- Experience with escalation management using strong problem-solving skills
- Familiarity with software technical support and/or training
- Ability to quickly learn and apply new technology skills
- Excellent customer service and interpersonal skills
- Excellent written and verbal communication
- Self initiative with the desire to go above and beyond to delight customers
and it would be really cool if you had:
- Experience with an Learning Management System system
- Experience managing vendor remote access
- Experience with technology solutions applied to compliance and security use cases
- Experience and/or training as a technology or workflow consultant
- Experience in a SAAS model
- Familiarity with a Linux environment