Technical Solutions Engineer (II

Technical Solutions Engineer (II)

As a Technical Solutions Engineer, you deliver full pieces of a technical / operational / supportability project that are integrated into an overarching project, with minimal assistance. You act as an authoritative point of contact when engaging in customer facing activities for a given class of customer or product problems. You identify and recommend technical solutions for medium complexity problems via the selection of better processes and tools.

You work within one or more technical teams to communicate knowledge related to a broad set of tasks, and help on-board new team or project members on core domain, support processes, product knowledge, and tooling. You demonstrate working knowledge of customer support and tooling, with in-depth product knowledge.

Responsibilities include:

• With minimal guidance, identify opportunities and build solutions to improve support or empower customers to solve issues on their own using self-service tools and documentation. Contribute to the organization by frequent cross-functional engagement with peers and leading OKRs that require collaborating across teams.
• Troubleshoot complex customer issues with some guidance and a deep understanding of our products and infrastructure.
• Troubleshoot technical issues by generating and analyzing relevant data, proposing fixes, and validating solutions with minimal direct guidance. Escalate or triage issues to other teams (e.g., product engineering, legal) as appropriate. Coordinate with other teams to ensure the issues are resolved in a timely manner and identify patterns to mitigate risks in the future.
• Collect and aggregate data using various techniques to inform product decisions as part of transactional case work with minimal guidance. Identify trends and insights to improve operational efficiency and customer experience building upon standard data sources.
• Help to build and maintain strategic relationships across teams with key stakeholders to provide quality technical support and services. Help enhance customer support experience through case work and proactive engagement with internal and cross-functional teams. Escalate issues to maintain strong customer/partner relationships.
• Ability to read and debug code (as needed) to troubleshoot customer issues with minimal guidance. Learn new coding tools and languages as needed to contribute towards troubleshooting or other internal tools.
• Proactively (e.g., through understanding a pattern) file issue reports against Product, SRE, Documentation, and Procedures. Document desired behavior and/or steps to reproduce, drive bugs to resolution. Identify code-level root cause for product bugs, customer issues, or support tools, as needed. Promptly and independently resolve technical incidents and escalations leveraging relevant tools and effective communication to all stakeholders internally and externally.
• Assist in scoping, planning, and delivery of a large portion of the project for supported programs across teams as needed.

Minimum role qualification requires proficiency in:

- Data-driven analysis and reporting
- Domain specific knowledge
- Programming
- Debugging and troubleshooting
- Technical documentation
- Technical acumen
- Industry knowledge
- Systems thinking
- Customer-service skills
- Code comprehension