Solutions Support Engineer

Moving the world better – that’s the backbone of everything we do. At Ridecell, we pride ourselves on helping the largest fleets in the world digitally transform their business operations to achieve their goals, no matter how big or adventurous. Our fleet automation and mobility platform modernizes and monetizes fleets by combining real-time data insights with digital vehicle control that turns manual processes into automated workflows. Imagining a world where fleets fix and run themselves is no longer a concept – it’s a reality.The results? Unmatched efficiency, unparalleled control, and complete transparency for shared services, motorpool, rental and logistic fleets who rely on vehicles and drivers to move their business forward. Today, Ridecell powers some of the most successful fleets across Europe and North America including Gig Car Share from AAA, Arval and KINTO Share by Toyota Sweden. Headquartered in San Francisco, California, with offices in Madrid, Paris, Berlin and Pune, India, Ridecell builds the technologies and solutions that unlock the full power of fleets.To learn more about our suite of solutions, visit https://ridecell.com/solutions/.As a Solutions Support Engineer, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools.You will collaborate with other Support, Engineering, Product, and Customer Success team members. Our Solutions Support Engineers get involved in several activities within pre-sales, from launch solution architecting and working with customer IT teams to facilitate technical integrations, to post-launch support. You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs.Responsibilities:As a key member of the Solutions Support team, independently lead work streams like technical integration projects with customer/prospective IT teamsProvide support on-site and/or remote pre and post deploymentWork effectively as a cross-functional team member between Sales, Product, Engineering, Launch, Customer Success, and Solutions Support to ensure successful delivery on customer requirements and ultimately high levels of customer satisfactionWork closely with the sales team, to support pre-sales activities, including, customer demos and presentations highlighting our value proposition to help move opportunities through the sales funnelTriage, investigate, and resolve issuesDevelop product documentation knowledge base including Investigation Summaries, User Guides, Troubleshooting Steps, Training Materials, and FAQsPosition will require travel to customer and prospect locationsPresent the company's capabilities at a strategic level and be comfortable to brainstorm and discover potential solutionsSetup pilots for customersDevelop new tools for making demos more attractive and closer to customers' use casesDevelop prototypes for integration with customers' existing infrastructureRequirements:Prior Experience2+ years of experience in solutions engineering, technical sales, technical support, consulting, or other customer-facing experience supporting sales of complex software and/or services to enterprisesExperience using Python, Java, .Net, or experience with another object-oriented programming language with a willingness to learn Python is a plusAbility to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalationAbility to create, modify, and optimize SQL queries to deliver enterprise-grade solutionsFamiliarity and experience with development tools (Github, Linux commands, Jira, etc.)Willingness to be occasionally hands-on (Telematics Hardware installation at the customer facility for POC, application testing, etc.)Solid technical aptitude and a passion for learning new technologies, products, and methodologiesPersonal SkillsExcellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientiousStrong interpersonal skills for maintaining effective and courteous relationships with employees and business contactsExperience communicating complex customer issues and use cases to development teams and non-technical stakeholdersFluency in French and English, Spanish and English, or German and English - oral and writtenProven ability to document technical conceptsExcellent problem solver; able to prioritize and coordinate between multiple projects simultaneouslyPassionate about delivering excellent customer serviceMust be able to work effectively in a team environment as well as aloneWillingness to travel to a customer location, another office location, or an ancillary location to perform your job function up to 25% of the timePreferred ExperienceFamiliarity with Sumo Logic, Agile development methodologies, and Postman is a bonusFamiliarity with Zendesk, Confluence, PagerDuty, Slack, and similar toolsDemonstrates strong understanding of software development, system architecture, APIs, log analysis, error debugging, and integrationsExperience engaging with customers in a technical role throughout the full customer lifecycle, including pre-sales, onboarding, product launch, and technical supportRequirements for Hybrid Work SetupAbility to Work at a Standard Computer SetupCandidates must be able to work at a standard computer workstation for up to 40 hours per week, with or without reasonable accommodationsAccess to High-Speed InternetCandidates must have access to a reliable, high-speed internet connection to support seamless remote work and virtual collaborationDedicated WorkspaceWhen working remotely, candidates must have an appropriate, distraction-free workspace within their residence to ensure productivity and professionalismLocationBordeaux, FrancePreferred Industry BackgroundFleet ManagementLeasing and Asset ManagementSoftware Platform SolutionsEnterprise SoftwareConnected Car ServicesMobility ServicesLocation-Based Services/MappingOur Commitment To Inclusion & BelongingRidecell is not only committed to building our own diverse and inclusive company, we celebrate our differences and actively work with all Ridezillas in achieving their career ambitions in the broader ecosystem. We are an equal opportunity employer and encourage all applicants to apply, no matter your race, religion, sex, national origin, sexual orientation, age, disability, gender identity, or gender expression. If we can do anything to improve your application and interview process, please let us knowTo Recruitment AgenciesRidecell does not accept unsolicited resumes. Please do not forward resumes to Ridecell employees. Ridecell is not responsible for any fees related to unsolicited resumes. #J-18808-Ljbffr