Solutions Engineer

We are looking for a customer focused Solution Engineer to join the CTO’s department, and make sure Entro customers are happy and satisfied with a stable and high quality product.

What You'll Do:

• Make customer satisfaction our top priority.
• Strive to continuously improve our products quality based on customer feedback.
• Perform end-to-end investigations of customer issues including troubleshooting, reproduction and deep dive code analysis.

Tier 1 responsibilities

• Respond first for customer needs, and build the processes that scale to manage customer expectations 24/7.
• Build, and manage the on-call duty along with the R&D team.
• Maintain and organize playbooks / troubleshoot guides to handle different recurring live problems for customers.
• Prioritize and triage customer requests and issues, while continuously checking those are handled by the Product, R&D and on-call team.

Customer facing

• Main responsibility starts post PoC
• Own all customer facing channels (Slack, Teams, Email, etc.)
• Responds in a timely manner to product-related inquiries by customers
• Maintain a bi-weekly meeting with customers
• Inform and trains clients about the product
• Reports customer feedback
• Coordinates the above with the product team
• Coordinates the above with the sales team

Company facing

• Manage upcoming PoCs and the expected integration
• Improve onboarding by automation
• Improve support by implementing new communication channels
• Work alongside the Product Engineering team to meet client needs
• Proactive prevention of support issues by analyzing problem trends and making recommendations to improve the product quality, processes and knowledge
• Identify support tools gaps (latency measurement, feedback collection) and propose solutions
• Maintaining in-depth knowledge of our products and the use cases they come to solve.
• QA & QA Automation & Monitoring & Development
• Customer 0 – play with the product and open bugs per use case
• You will be responsible for quality assurance, for our customer base.
• Create automation and test scenarios
• Develop code fixes to address customer issues and needs.
• Creating monitoring dashboards and reports
• Create customer reports (DB queries, BI)
• F/P %
• F/N
• Usage (FullStory)

What You Bring

• Minimum 3 years of experience as a technical account manager/Customer success or similar positions (at least 2 years customer facing and 1 year in QA)
• Cloud-based environments experience (AWS is an advantage)
• Knowledge of Networking Protocols
• Solid knowledge and experience with Linux OS
• Excellent English communication (written and verbal)
• Bachelor’s degree in Computer Science or relevant field
• Strong communication and interpersonal skills
• Node.js / GO knowledge – an advantage