paragon - Solutions Engineer (Post-Sales | Implementation)
Requirements
• 3+ years of experience Technical Solutions / Support role in a B2B SaaS environment, involving extensive customer interaction. • Strong technical prowess with 2+ years coding, with strong grasp of a single language (e.g. NodeJS, Python, Ruby); experience working with APIs and API documentation; adept at managing and resolving complex system issues efficiently. • Excellent communication skills, capable of effectively collaborating with both technical and non-technical teams, making complex technical concepts easy to understand for any stakeholder. • A proactive problem-solver, consistently seeking ways to improve customer satisfaction and product functionality. • Solid project management skills, with meticulous attention to detail and a capacity to handle multiple priorities.
Responsibilities
• CUSTOMER INTERACTION AND TECHNICAL SUPPORT • Directly engage with customers to own their onboarding process, helping them quickly learn and gain value from our platform. • Collaborate extensively with the Support team to efficiently diagnose and resolve technical issues. • Work alongside the Customer Success team to ensure Paragon customers see meaningful value from their product implementation. • Pair and partner with customers as they develop integrations, install our SDK, build syncs and actions, and author script-based workflows - ensuring they implement Paragon optimally and with an eye towards scale. • CROSS-FUNCTIONAL COLLABORATION • Work alongside the Success, Engineering, Product, and Marketing teams to synthesize customer feedback into actionable product enhancements. • Participate in strategic planning sessions with Customer Success, Support, and Product to ensure successful customer implementations and renewals. • Contribute to the development and refinement of our help center, marketing materials, and documentation, ensuring technical accuracy and usefulness. • INNOVATION AND IMPROVEMENT • Drive initiatives aimed at improving customer adoption and product usability. • Create and maintain technical documentation and training resources that empower both customers and internal teams. • Advocate for and implement solutions that enhance both the product and the customer experience.
Benefits
• Comprehensive Benefits: We offer competitive health, dental, and vision insurance plans to keep you and your loved ones covered. • Unlimited PTO: We believe in work-life balance and offer unlimited paid time off to promote personal well-being and relaxation. • 9AM: Review communications that came in overnight; prioritize urgent customer issues for immediate attention. • 10AM: Conduct customer calls to guide through technical setups and troubleshoot issues. Help a customer implement our SDK in their React frontend. • 11AM: Collaborate with the Support team to triage and address bugs and technical challenges experienced by your customers. • 1PM: Meet with Customer Success to discuss strategic implementations and upcoming business reviews. • 2PM: Coordinate with the Product team on feature requests and enhancements driven by customer feedback. Discuss customer requests that popped up in your 10AM call. • 2:30PM: Join a session with Marketing to ensure upcoming campaigns reflect product capabilities accurately. • 3PM: Sync with the Head of CX and other key stakeholders to review progress and align on goals for an overhaul of our customer-facing documentation. • 3:30PM: Deep Work! Develop an implementation plan for a complex, on-premise customer - helping them utilize Paragon to successfully deploy workflows to multiple VPCs.
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