The Customer Solutions Engineer will work with sales teams to address customer needs, propose tailored solutions, and provide technical support during implementations and maintenance.
Description
We are seeking a Customer Solutions Engineer to handle pre and post-sale technical activities and ensure:
- Understanding the customer needs
- Proposed tailored solutions to customers
- Successful deployment and support of Waterfall Solutions at customer sites.
This role involves close collaboration with the sales and the customers, providing both technical expertise and hands-on assistance during sales process, system implementation and ongoing maintenance.
Responsibilities:
- Working closely with sales teams on proposals and sales presentations.
- Acting as a technical expert in meetings with customers and prospects.
- Collaborating with customers to advise effective solutions incorporating our products.
- Comprehending customer needs and devise solution requirements.
- Answering customer requests for information as well as proposal requests.
- Develop requirements and turn them into functional solutions.
- Executing Demos and POCs on customer site.
- Provide Tier 1–3 technical support, including issue reproduction, troubleshooting, and documentation of system events.
- Perform onsite and remote installations of Waterfall products worldwide.
- Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
- Conduct onsite customer training during initial installation and as needed thereafter.
- Manage assigned support cases and maintain accurate records in the company’s tracking system.
- Document all service and installation activities through detailed reports and logs.
Requirements Mandatory:
- At least 5 years’ experience as pre and/or postsale role, or in a similar customer-facing technical role.
- Team player
- Deep knowledge of Networking and IT
- Fluent English – speaking, reading, and writing (other EU languages is an advantage)
- Proven troubleshooting expertise for both software and hardware issues.
- Good knowledge of Windows and Linux
- Availability for traveling – approx. 30% of the time
- Hands-on experience
- Customer facing experience
Advantages:
- Project management capabilities
- Familiarity with OT Networks and SCADA systems
- Database knowledge: MSSQL, MySQL, Oracle, Postgres, Maria DB, etc.
- Experience in the design and implementation of cloud computing platforms such as AWS, GCP, or Azure
- Scripting capabilities
- Experience responding to tenders
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