Solutions Support Engineer

Posted by: Autonomy

Posted date: Aug-22-2010

Location: San Jose & Austin

Company Logo

Company

Autonomy

Title

Solutions Support Engineer

Regional Location

Silicon Valley, Austin, TX

Job Category

Job Category -> Software Engineer

Job Subcategory

Job Type

Full Time

Experience

Junior (2-5 yrs), Mid level (5-10 yrs)

Position Level

Individual Contributor

Description

The Solutions Support Engineer (SSE) is equipped with a combination of developer and technical consultant talents that he employs to play a key leadership role in guiding customer implementations for supportability. SSE’s are also responsible for post delivery solutions and support. While working closely with Solutions Account Managers (SAM) to prioritize and meet customer needs, the SSE develops strong, trusted relationships with our customers and participates as a solutions serviceability thought leader on many engagements with those customers over time. He also works in conjunction with other Services and Sales colleagues to position the appropriate set of Services approaches to achieve customer’s business and technical goals. In many instances, the SSE, drives the identification of barriers and gaps in achieving specific goals and most importantly, shapes the path to successfully resolving and maintaining the solution. Furthermore, SSE's provide expert technical assistance to our worldwide customers. They are distinguished by their technical expertise and problem-solving abilities, timeliness and reliable follow-through, and by their resourcefulness in diagnosing and researching solutions.

Responsibilities
• Work closely with the SAM to deliver time sensitive solutions.
• Work with all levels of management including Senior Management & Executives to remove roadblocks.
• Triage complex solutions issues.
• Travel to customer sites to participate in review meetings as well as to help with customer handover from Implementation team to Solutions Support.
• Act as a key interface to customers while bridging, behind the scene, Consulting, Engineering, Sales and Support teams.
• Handle cases that have been escalated for a more in depth technical analysis.
• Coordinate with Engineering to solve technical issues and document findings for future use
• Research problems to find simple and effective solutions
• Write technical support FAQ’s and other documents to enable users to troubleshoot their own problems

Requirements

Compensation

Negotiable

Business Stage	Company Stage -> Established-Expansion Phase
Market Segment	Market Segment -> Software

Solution Domain
Industry Vertical