Solutions Support Engineer Job at Helpcare AI (Bordeaux)

Job Description

As a Solutions Support Engineer, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools. You will collaborate with other Support, Engineering, Product, and Customer Success team members. Our Solutions Support Engineers get involved in several activities within pre-sales, from launch solution architecting and working with customer IT teams to facilitate technical integrations, to post-launch support. You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. Help connect product capabilities, customer processes, and contractual outcomes (savings, operational KPIs) by deeply understanding how customers use the platform day‑to‑day.

Job Responsibility

Independently lead work streams like technical integration projects with customer/prospective IT teams
Provide support on-site and/or remote pre and post deployment
Work effectively as a cross-functional team member between Sales, Product, Engineering, Launch, Customer Success, and Solutions Support to ensure successful delivery on customer requirements and ultimately high levels of customer satisfaction
Work closely with the sales team, to support pre-sales activities, including, customer demos and presentations highlighting our value proposition to help move opportunities through the sales funnel
Triage, investigate, and resolve issues
Work within customer IT and governance frameworks (security, data access, change management) when setting up integrations, pilots and troubleshooting issues
Develop product documentation knowledge base including Investigation Summaries, User Guides, Troubleshooting Steps, Training Materials, and FAQs
Participate occasionally in on-call rotations to respond to incidents and perform root cause analysis to prevent future occurrences
Position will require travel to customer and prospect locations
Present the company's capabilities at a strategic level and be comfortable to brainstorm and discover potential solutions
Setup pilots for customers
Develop new tools for making demos more attractive and closer to customers' use cases
Develop prototypes for integration with customers' existing infrastructure

Requirements

2+ years of experience in solutions engineering, technical sales, technical support, consulting, or other customer-facing experience supporting sales of complex software and/or services to enterprises
Experience using Python, Java, .Net, or experience with another object-oriented programming language with a willingness to learn Python is a plus
Exposure to site reliability issues in critical environments (issue root cause analysis, in-production troubleshooting, on-call rotations)
Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation
Ability to read database schemas and create, modify, and optimize SQL queries to answer operational questions and deliver enterprise-grade solutions
Familiarity and experience with development tools (Github, Linux commands, Jira, etc.)
Experience working directly with customers on-site and familiarity with Support ticketing tools (e.g., Zendesk)
Solid technical aptitude and a passion for learning new technologies, products, and methodologies
Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Strong interpersonal skills for maintaining effective and courteous relationships with employees and business contacts
Experience communicating complex customer issues and use cases to development teams and non-technical stakeholders
Proven ability to document technical concepts
Excellent problem solver
able to prioritize and coordinate between multiple projects simultaneously
Passionate about delivering excellent customer service
Must be able to work effectively in a team environment as well as alone
Willingness to be occasionally hands-on (Telematics Hardware installation at the customer facility for POC, application testing, etc.)
Fluency in French and English required (oral and written)
additional European languages are a strong plus
Willingness to travel to a customer location, another office location, or an ancillary location to perform your job function up to ~10% of the time

Nice to have

Familiarity with Sumo Logic, Agile development methodologies, and Postman is a bonus!
Familiarity with Zendesk, Confluence, PagerDuty, Slack, and similar tools
Demonstrates strong understanding of software development, system architecture, APIs, log analysis, error debugging, and integrations
Experience engaging with customers in a technical role throughout the full customer lifecycle, including pre-sales, onboarding, product launch, and technical support

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Solutions Support Engineer

Job Description

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Requirements

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