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Appspace

Technical Outcomes Engineer

Remote

About Appspace:

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as a  Technical Outcomes Engineer:

The Technical Outcomes Consultant is a key role within the Customer Care team, responsible for ensuring that our enterprise-level customers achieve their desired business outcomes using our SaaS product. This involves a deep understanding of the customer's business needs, technical expertise in our product and related technologies (SharePoint, PowerShell, Azure/GCP), and strong relationship management skills. The Technical Outcomes Consultant will serve as a trusted advisor, guiding customers through the technical aspects of product implementation, adoption, troubleshooting or issues that arise and optimization. They will also play a key role in mentoring and guiding other members of the Customer Care team and will be directly involved in troubleshooting and resolving technical issues for our most strategic accounts.

A Day in the Life of a Technical Outcomes Engineer:

  • Customer Success & Outcomes:
    • Develop a deep understanding of assigned customers' business objectives, technical environments, and success criteria.
    • Create and execute technical success plans that align with customer goals.
    • Proactively identify and mitigate technical risks and challenges that may hinder customer success.
    • Monitor and analyze customer product usage data to identify trends, areas for improvement, and opportunities for expansion.
  • Technical Expertise & Support:
    • Provide expert-level technical guidance and support to customers on our SaaS product, including integration with existing systems and workflows.
    • Troubleshoot complex technical issues, escalating to engineering when necessary, and ensuring timely resolution.
    • Develop and deliver technical training and documentation to customers, empowering them to effectively utilize our product.
    • Stay abreast of industry trends, emerging technologies, and best practices related to SaaS products and enterprise solutions, including Azure/GCP and device management.
  • Troubleshooting & Ticket Management:
    • Take ownership of critical technical issues and support tickets escalated by key strategic and enterprise-level customers.
    • Provide timely and effective resolution to technical problems, ensuring customer satisfaction and minimizing service disruptions.
    • Collaborate with other Customer Care team members and engineering to resolve complex issues and identify root causes.
    • Contribute to knowledge management by documenting solutions and troubleshooting guides for common problems.
  • Team Leadership & Mentorship:
    • Provide technical guidance and mentorship to other Customer Care team members, particularly Technical Support Engineers.
    • Assist in the training and development of team members on technical aspects of the product and troubleshooting techniques.
    • Contribute to process improvements within the Customer Care team, sharing knowledge and best practices.
  • Relationship Management & Communication:
    • Build and maintain strong relationships with key technical stakeholders within assigned customer accounts.
    • Communicate effectively with customers, both verbally and in writing, conveying technical information in a clear and concise manner.
    • Collaborate with internal teams (Sales, Customer Success, Engineering) to ensure alignment and provide a seamless customer experience.
    • Act as a customer advocate, providing feedback to product development teams based on customer needs and challenges.

What You’ll Need: 

  • Experience:
    • 3-5+ years of experience in a technical customer-facing role (e.g., technical account management, sales engineering, solutions consulting).
    • Proven track record of successfully managing enterprise-level customer relationships and driving technical outcomes.
    • 3-5+ years of experience with SharePoint administration and PowerShell automation.
  • Technical Skills:
    • Deep understanding of SaaS technologies, architectures, and deployment models.
    • Strong knowledge of SharePoint administration, configuration, and security best practices.
    • Proficiency in PowerShell scripting for automation and management tasks.
    • Knowledge of Azure/GCP and good device management skills are highly desirable.
  • Interpersonal Skills:
    • Excellent communication, presentation, and interpersonal skills, with the ability to build rapport with diverse technical and business audiences.
    • Strong problem-solving and analytical skills, with a proactive and solution-oriented mindset.
    • Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
    • Demonstrated leadership potential and ability to mentor and guide others.
    • Passion for customer care  and a commitment to continuous learning and professional development.

 

Disclaimer:

Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.

If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.

Appspace

Appspace is an all-in-one platform to connect your people, places, and spaces! People should love where they work. That’s why Appspace helps companies create a better working experience for every workplace and every employee. Because when people love where they work, they can accomplish incredible things. Today, work happens everywhere, and Appspace brings together the physical and digital workplaces by improving communication, organization, and productivity. Our platform is easy to set up, works with your existing technology, and flexes to fit your company’s needs. Featuring dozens of app integrations, it works best however you work best and improves how you collaborate with your colleagues—plus, it simplifies work processes so you can get things done faster and easier. With a platform that’s built for how you work, we’re helping businesses like yours replace point products that don’t work well together with an organized, engaging workplace experience platform that’s a joy to use.

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