Department: Customer Experience

Reports to: Manager of Solutions Engineering

Job Type: Full-time

Location: Hybrid, based in Austin

Salary: $65,000 - $80,000 (Eligible for year-end company performance bonus)

About Us

KaiNexus is a continuous improvement software company on a mission to spread improvement. KaiNexus empowers leading organizations in every industry to reinvent the way they capture, implement, measure, share, and organize improvement work for an accelerated rate of change and maximum impact. Our intuitive software platform supports a sustainable culture of continuous improvement by engaging staff and leaders with better communication, increased visibility, real-time impact reports, and expert consulting.

Our Solutions Engineers (a.k.a SEs) are the go-to resources for internal and external technical questions about the KaiNexus platform. New SEs will be trained and expected to build their KaiNexpert knowledge over time, but are not required to have technical knowledge about our proprietary software before joining KaiNexus. SEs support our current and future customers, along with our own internal teams. SEs work directly with our internal Sales, Product Management, Customer Experience, and Lean Strategy departments; and with our customers to configure the KaiNexus platform to solve various customer needs that arise daily (e.g., Imports, templates, feature setup, etc.).

Primary Responsibilities

• Become a KaiNexus product expert and continually update your product knowledge to keep up with a fast-paced release schedule
• Accurately articulate and provide insight into our customers’ technical requirements and product desires through collaboration with our Customer Experience, Product and Sales teams
• Work within, and eventually master, pivotal applications like HTML, Excel, JSON API, Single Sign-on, Google Workspace, and Slack
• Initiate high-quality customer experiences by anticipating how our platform can assist customers in resolving their issues
• Gather and analyze customers' system needs to provide the best solution by fully understanding a problem
• Participate in KaiNexus’ continuous improvement and growth mindset culture by identifying evolving opportunities for improvement within our organization and our customers’ organizations

Required Qualifications

• 2-3 years of professional experience in a technical environment or equivalent education
• A basic understanding of problem-solving strategies and how to employ them
• Excellent with digital and face-to-face communication
• Adept at learning new software systems quickly
• Ability to manage multiple tasks and competing priorities with a strong focus on:
  • Customer experience
  • Timeliness
  • Problem-solving
  • Technical knowledge
• Strong time management and organizational skills with the ability to track numerous details simultaneously
• Ability to handle tough conversations in a professional, solution-oriented manner
• Detail-oriented and a critical thinker
• A deep understanding and passion for customer service and business growth
• Working experience with Microsoft Office, API, and JSON is a plus

Confidence sometimes holds us back from applying for jobs we really want. But we'll let you in on a secret: There's no such thing as a 'perfect' applicant. KaiNexus is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day.

Commitment & Consideration

• Company-sponsored health plan (Medical/Vision/Dental)
• Retirement savings plan with company match
• Generous parental leave policy
• Life, AD&D and Disability insurance
• Professional development & education reimbursement
• Unlimited PTO
• Performance bonus potential
• This is a full-time salaried position. Salary will be based on experience

KaiNexus is committed to a work environment in which all individuals are treated with respect and dignity. Each individual has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits unlawful discriminatory practices. It is the policy of KaiNexus to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. KaiNexus prohibits any such discrimination or harassment.