Senior Solutions Engineer

Summary

Join PathFactory as a Senior Solutions Engineer and provide both tactical support and strategic consulting to clients, partnering with a Customer Success Manager. Leverage your expertise in digital marketing technologies, front-end web languages, and business problem-solving to assist customers. This hands-on role offers opportunities for innovation, experimentation, and growth within a collaborative team. You will also mentor junior team members and contribute to customer satisfaction and retention. The position is remote in India, with flexible working hours. This role requires strong problem-solving skills and excellent communication abilities.

Requirements

• 5+ years of experience required in a client-facing role within the MarTech space, ideally in marketing operations, consulting, or solutions engineering
• 2+ years of experience in HTML, CSS, JavaScript, Liquid Template Language, Application Integrations, and APIs
• 5+ years of experience in Marketing Automation Platforms such as Eloqua, Pardot, Marketo, and HubSpot
• Experience with at least one of the following platforms: Client Relationship Management applications such as Salesforce or MS-CRM Dynamics
• Content Management Systems such as WordPress, AEM, Acquia
• Analytics platforms such as Google Analytics, Adobe Analytics, or Tableau
• Strong problem-solving mindset with a proven ability to adapt to new Martech stacks and complex business challenges
• Excellent communication and organizational skills, with the ability to explain complex concepts simply
• This is a remote role in India, preferably in Chennai, Bangalore, Delhi, Hyderabad, or Mumbai
• Flexibility for other locations will be considered
• Working hours are typically 9:00 AM to 5:00 PM EST, though flexibility may be required based on client needs

Responsibilities

• Drive the adoption and effective use of the PathFactory platform for our customers
• Act as the strategic advisor for your assigned clients by deeply understanding client use cases and combining your business problem-solving, deep knowledge of the platform, and technical skills to help create optimal paths toward resolution
• Troubleshoot issues our customers face and act as a link between our Customer Experience Team and our Engineering and Product Team
• Demonstrate empathy and active listening in customer interactions, ensuring alignment with their goals and concerns
• Proactively identify issues and opportunities to create value for clients
• Communicate complex findings to the clients clearly and in terms that are easy to understand
• Provide feedback and insight from supporting our customers to help improve our platform
• Collaborate with Customer Success Managers to design and develop scalable solutions leveraging the PathFactory platform for our customers
• Mentor and coach junior members of the Support and Solutions Teams as needed
• Translate reports and analytics into actionable insights for our customers
• Support Sales by discovering the marketing challenges of our prospects and determining the best solutions and use cases of the PathFactory platform for them
• Create and own team quarterly goals to help lead major initiatives beyond day-to-day responsibilities