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Post-Sales Solutions Engineer (Remote-USA)

Company: OnSolve
Location: Alpharetta
Posted on: November 26, 2022

Job Description:

*Job Summary*

As a member of the OnSolve Professional Services team, the *Post-Sales Solutions Engineer* will focus on delivering customer-facing projects under the direction of the VP of Professional Services. While this person will be predominantly focused on customer delivery, some work will also be assigned for internal projects that can leverage the technical expertise of this individual. This will require a deep understanding of the OnSolve Critical Event Management (CEM) platform, and of the use cases for various customers and Channel partners. A solid understanding of the OnSolve Critical Communications, Risk Intelligence and Incident Management offering will also be required, to work effectively with those customers who utilize any or all offerings as a single, integrated solution. In addition, this resource will provide consultative expertise or assistance to our OnSolve support teams and implementation teams addressing customer needs.

*Responsibilities*

* Serve as a customer/prospect-facing individual with strong OnSolve solution expertise to perform various technical assignments, such as:
* Analysis, adjustment and/or import of customer input data to their OnSolve account, including (but not limited to) contacts, contact groups, facilities and travel itineraries
* Creation and usage of queries against customer data, often leveraging Excel and basic SQL skills for analysis
* Usage of the available OnSolve APIs to complete projects ranging from data transformations to simple workflow automations, often using Postman or a workflow development platform as the execution framework

Assist the Risk Intelligence Program Manager in the analysis of data for Risk Intelligence Health Checks to:

* Understand the customer's current usage of Risk Intelligence (RI) and Travel Risk Management (TRM), including any known concerns or new use cases to be added
* Review and analyze current customer RI/TRM data, including current filter configurations, to identify any inconsistencies, unusual usages or other factors that may lead to recommendations for improved usage
* Identify any functionality gaps/issues that need to be escalated to Support/Product or Engineering
* Assist with Professional Services customer engagements as needed, including:
* Retrieval and analysis of current customer data and configurations
* Usage of various tool including the OnSolve APIs to apply customer account data updates and configuration changes
* Usage of a workflow automation platform to automate ongoing processes such as scheduled report delivery and custom data maintenance tasks

* Other duties as assigned to support CEM customers and/or other internal teams, with focus on the Risk Intelligence offering.

*Qualifications*

* 5+ years providing technical support or custom solution development for a SaaS solution provided by a technology services company
* Experience with Critical Communications or Risk Intelligence solutions a plus, but not a requirement
* Consultative skills in implementation and assistance with ongoing usage of an end-user business software solution with a complex feature set and a rich role-based security model
* Ability to analyze and provide commentary to customers (or to engineering) on data accuracy, configurations, and the general operational components within a SaaS solution
* Strong critical thinking and problem-solving skills to solve customer issues with creative solutions using available solution capabilities
* Proficiency in tools such as MS Office products (Word, Excel, etc.) at a power user level to address new requirements of unexpected results effectively
* Technical skills to create simple SQL scripts and execute API calls using Postman or other tools for extracting or updating information stored within the system
* Ability to multi-task across multiple ongoing projects
* Demonstrated delivery of technical projects on time and with high quality
* Ability to work across functional groups in a collaborative means to solve systemic issues that impact the customer experience
* Excellent written and verbal communication

*Travel*

* 20% or more, based on need for face-to-face customer meetings

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Job Type: Full-time%58047475%

Keywords: OnSolve, Alpharetta , Post-Sales Solutions Engineer (Remote-USA), Other , Alpharetta, Georgia

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