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LumApps · 3 days ago

Customer Solutions Engineer (United States)

Austin, Texas Metropolitan Area

Full-time

Hybrid

Entry, Mid Level

2+ years exp

LumApps is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement. They are seeking a dynamic Customer Solutions Engineer to serve as the primary technical point of contact for enterprise clients, ensuring their success and maximizing the value they receive from the platform.

AppsEnterprise SoftwareInformation TechnologySaaSSocial Network

Responsibilities

Serve as the trusted technical advisor for assigned enterprise clients to ensure satisfaction and retention

Understand client business objectives and technical environments to proactively provide tailored solutions and recommendations

Co-lead regular business reviews with CSMs

Manage technical escalations and coordinate with engineering and product teams to resolve issues efficiently

Support customers and partners on technical problems through effective diagnosis and resolution to increase customer productivity in LumApps

Develop an in-depth understanding of LumApps’s product technology and underlying architectures, and use it to support customers’ and partners’ technical problems by troubleshooting, reproducing, determining the root cause, and providing workarounds when possible

Lead technical onboarding and training sessions for customers

Support internal teams and partners during projects for the technical components of deploying and configuring LumApps

Resolve new technical challenges and document new processes that will help other customers and internal teams

Contribute to internal and external documentation of product features, methodology, and processes

Provide feedback to Product teams based on client needs and experiences

Qualification

Technical Account ManagementSoftware DevelopmentTroubleshootingPythonJavaScriptREST APIsGoogle WorkspaceMicrosoft 365 AzureCommunication SkillsProblem-SolvingTeam CollaborationAttention to DetailAdaptability

Required

Serve as the trusted technical advisor for assigned enterprise clients to ensure satisfaction and retention

Understand client business objectives and technical environments to proactively provide tailored solutions and recommendations

Co-lead regular business reviews with CSMs

Manage technical escalations and coordinate with engineering and product teams to resolve issues efficiently

Support customers and partners on technical problems through effective diagnosis and resolution to increase customer productivity in LumApps

Develop an in-depth understanding of LumApps's product technology and underlying architectures, and use it to support customers' and partners' technical problems by troubleshooting, reproducing, determining the root cause, and providing workarounds when possible

Lead technical onboarding and training sessions for customers

Support internal teams and partners during projects for the technical components of deploying and configuring LumApps

Resolve new technical challenges and document new processes that will help other customers and internal teams

Contribute to internal and external documentation of product features, methodology, and processes

Provide feedback to Product teams based on client needs and experiences

Someone who takes ownership of learning by independently exploring, testing, and experimenting with new technologies and concepts to rapidly become a subject matter expert

A creative, out-of-the-box thinker

An ability to explain technical concepts to non-technical audiences (C-level, Business OUs)

Someone with excellent troubleshooting, attention to detail, and written and verbal communication skills

Proven experience (2+ years) in software development with a strong understanding of scripting and development concepts. While this role does not involve full-time software development, the ideal candidate will leverage their technical background to effectively assist with custom scripts and address development-related inquiries in a customer-facing capacity

An ability to work on multiple projects, handling and managing different deliverables and deadlines

An ability to thrive in ambiguity and a fast-paced environment

Strong problem-solving and analytical skills

An ability to work independently and as part of a team

An ability to travel as needed (approx 10%)