Technical Outcomes Engineer

Summary

Join Appspace's Customer Care team as a Technical Outcomes Engineer and ensure enterprise-level customers achieve their business goals using our SaaS product. This key role demands deep customer understanding, technical expertise in our product and related technologies (SharePoint, PowerShell, Azure/GCP), and strong relationship management. You will serve as a trusted advisor, guiding customers through implementation, troubleshooting, and optimization. Mentoring other team members and resolving technical issues for strategic accounts are also crucial. A successful candidate will possess extensive experience in a technical customer-facing role, proven success in managing enterprise-level relationships, and strong technical skills in SaaS technologies, SharePoint, and PowerShell.

Requirements

• 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
• 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
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

Knowledge of Azure/GCP and good device management skills are highly desirable

Benefits

Global office locations and flexible work culture