Socotra is seeking a proactive, customer-obsessed Senior Solutions Support Engineer to support customers in adopting, implementing, and maximizing the value of their platform.
The role combines deep technical expertise with excellent communication and support skills to guide customers through onboarding, provide technical troubleshooting and training, and ensure a seamless product experience.
This is a hands-on, customer-facing position ideal for someone who thrives at the intersection of support, education, and technology.
Responsibilities include serving as a key technical point of contact for customers post-sale and during implementation, troubleshooting and resolving technical issues, maintaining timely responses to support inquiries, and collaborating with engineering teams to resolve complex challenges.
The engineer will deliver technical onboarding and product training, create and update training materials, and empower users by translating complex technical concepts into clear, actionable learning.
The role involves collaborating with customers to design tailored solutions, assisting with data mapping and integrations, and customizing front-end experiences.
The engineer will contribute to technical documentation, participate in code reviews, and provide feedback to Product and Engineering based on customer interactions.
Acting as the voice of the customer, the engineer will inform product improvements, assist in beta testing, and help build a scalable support model.
Requirements:
Candidates should have 5-7 years of experience in a technical support, solutions engineering, or implementation role at a SaaS or enterprise technology company.
A proven ability to explain technical concepts to non-technical users with clarity and patience is essential.
Strong SQL skills and comfort working with relational databases for queries and troubleshooting are required.
Experience with cloud infrastructure and services such as AWS, GCP, or Azure is necessary.
Proficiency in Java, JavaScript, or Python is required.
Knowledge of front-end development, including HTML and CSS, is important.
Exceptional verbal and written communication skills, with the ability to tailor messaging by audience, are crucial.
Candidates should be highly organized, self-directed, and have a collaborative approach to problem-solving.
A Bachelor's degree in Computer Science, Engineering, or a related field is preferred but not required.
Benefits:
The position offers a competitive salary and meaningful equity.
Employees receive top-tier health benefits.
Access to BetterHelp and RocketLawyer services is provided.
A fitness stipend is included.
There is a work-from-home benefit and a flexible vacation policy.
Competitive Health Reimbursement Accounts (HRA) for Dental and Vision are available.
Geo Blue / Supplemental International Travel Insurance for business or leisure travel is offered.
