The Senior Staff Technical Solutions Engineer plays a pivotal role for our rapidly expanding base of customers and partners that supports people in need across the US. We need someone to provide technical solutioning, superb customer and partner support, and project management and implementation of our technical capabilities while acting as an internal technical subject matter expert and cross-functional team liaison. Our customers are innovative organizations across many sectors, including healthcare, government, education, local and national nonprofits, and private consultancies. Our partners are technology companies providing essential solutions including electronic medical records, customer relationship management, population health management, food bank case management, and more. In addition to delivering our technical solutions, this person needs to be skilled in customer service and passionate about the world of social care.
Responsibilities and Duties:
- Develop and maintain strong customer and partner relationships through communication, relationship building, and technical mastery.
- Drive system adoption by acting as a project manager, problem solver, and partner champion to implement technical solutions with partners.
- Serve as an integrations expert to support Customer Success Managers with customer scoping and project delivery.
- Diagnose technical issues, identify and implement solutions to ensure successful implementations.
- Standardize best practices for workflows that solve integration challenges for customers and partners; advocate externally and internally, creating processes and technical solutions to ease implementation of these practices.
- Serve as an internal and external stakeholder for new and impactful technical projects that enable easy access to social care for those who need it.
- Guide vendor partners to scope, develop, and implement new integrations.
- Identify ways to improve the software and integration offerings, and work with Product and Engineering to prioritize, develop, and implement enhancements.
Qualifications:
- 7+ years experience in roles relating to technical solutions and customer support, demonstrating both technical and customer-facing core responsibilities. You excel working with teams of all levels, from analysts and application owners through executive leadership.
- Communication powerhouse: You're an expert at tailoring your communication (whether presentation, verbal, or written) to your audience (you'll be working across internal, partner, and technical teams). You move fluidly between the technical world, working alongside Engineers, and also the business world, leading requirements calls with customers and partners, including executives. You have demonstrated success leading escalated customer or partner situations and directing towards a positive outcome for all parties involved.
- Technically savvy: You’re technically adept, troubleshooting problems to determine the root issue and identify resolutions. You can learn new technologies quickly, using your time efficiently. You can write and run basic and moderately complex SQL queries for data exploration. You have demonstrated experience working with code, databases, integrations (APIs, Webhooks, etc.), SQL, JIRA, Python, Javascript, and/or Google Cloud.
- You build bridges, not walls: You’re not afraid to jump into a problem and tackle it head on, and you’re always willing to help others (in fact, it excites you!). As the ‘swiss army knife’ of roles at findhelp, you stop at nothing to get our customer and partner problems solved.
- Detail oriented: This position requires strong analytical, communication, planning, and project management skills.
- You thrive in ambiguity: You're not afraid of researching stuff you don't know about. This assures you punch above your weight class — ability may be far greater than experience.
- Independent: You’re comfortable working with minimal direction to achieve goals. You're a proactive self-starter and take ownership and demonstrate leadership over your accounts and projects to drive them to resolution.
- Organized: You can manage a broad scope of work expertly. You'll have a number of plates in the air, and you can ensure that none of those plates will drop.
This job is based on-site in Austin, TX, Denver, CO, or Madison, WI with the opportunity to work remotely on Fridays.
