Customer Solutions Engineer

We are looking for a Customer Solutions Engineer to support pre and post sales activities.

We are seeking a Customer Solutions Engineer to handle pre and post-sale technical activities and ensure:

• Understanding the customer needs
• Proposed tailored solutions to customers
• Successful deployment and support of Waterfall Solutions at customer sites.

This role involves close collaboration with the sales and the customers, providing both technical expertise and hands-on assistance during sales process, system implementation and ongoing maintenance.

Responsibilities:

• Working closely with sales teams on proposals and sales presentations.
• Acting as a technical expert in meetings with customers and prospects.
• Collaborating with customers to advise effective solutions incorporating our products.
• Comprehending customer needs and devise solution requirements.
• Answering customer requests for information as well as proposal requests.
• Develop requirements and turn them into functional solutions.
• Executing Demos and POCs on customer site.
• Provide Tier 1–3 technical support, including issue reproduction, troubleshooting, and documentation of system events.
• Perform onsite and remote installations of Waterfall products worldwide.
• Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
• Conduct onsite customer training during initial installation and as needed thereafter.
• Manage assigned support cases and maintain accurate records in the company’s tracking system.
• Document all service and installation activities through detailed reports and logs.

Requirements Mandatory:

• At least 5 years’ experience as pre and/or postsale role, or in a similar customer-facing technical role.
• Team player
• Deep knowledge of Networking and IT
• Fluent English – speaking, reading, and writing (other EU languages is an advantage)
• Proven troubleshooting expertise for both software and hardware issues.
• Good knowledge of Windows and Linux
• Availability for traveling – approx. 30% of the time
• Hands-on experience
• Customer facing experience

Advantages:

• Project management capabilities
• Familiarity with OT Networks and SCADA systems
• Database knowledge: MSSQL, MySQL, Oracle, Postgres, Maria DB, etc.
• Experience in the design and implementation of cloud computing platforms such as AWS, GCP, or Azure
• Scripting capabilities
• Experience responding to tenders