Solutions Engineer (Post-Sales | Implementation) at Paragon · Los…

We are seeking a Solutions Engineer to join our team at Paragon! As an early member of our team, you will help our customers realize the incredible potential of our platform. You will work across the business in driving product adoption, strengthening customer engagement, providing input into our product roadmap, and ensuring our company is as customer-centric as possible. This role sits at the center of our company, working across Support, Customer Success, Product, Engineering, Operations, and Sales. We are a small, lean team - you’ll report to our Head of Customer Experience, and work closely with our Success and Support Teams to ensure Paragon customers are able to onboard successfully to the platform, and see meaningful value from their product usage. If a high-ownership, customer-facing role in a technical environment is where you thrive - this is the role for you. WHAT YOU’LL DO CUSTOMER INTERACTION AND TECHNICAL SUPPORT - Directly engage with customers to own their onboarding process, helping them quickly learn and gain value from our platform. - Collaborate extensively with the Support team to efficiently diagnose and resolve technical issues. - Work alongside the Customer Success team to ensure Paragon customers see meaningful value from their product implementation. - Pair and partner with customers as they develop integrations, install our SDK, build syncs and actions, and author script-based workflows - ensuring they implement Paragon optimally and with an eye towards scale. CROSS-FUNCTIONAL COLLABORATION - Work alongside the Success, Engineering, Product, and Marketing teams to synthesize customer feedback into actionable product enhancements. - Participate in strategic planning sessions with Customer Success, Support, and Product to ensure successful customer implementations and renewals. - Contribute to the development and refinement of our help center, marketing materials, and documentation, ensuring technical accuracy and usefulness. INNOVATION AND IMPROVEMENT - Drive initiatives aimed at improving customer adoption and product usability. - Create and maintain technical documentation and training resources that empower both customers and internal teams. - Advocate for and implement solutions that enhance both the product and the customer experience. YOU SHOULD HAVE - 3+ years of experience Technical Solutions / Support role in a B2B SaaS environment, involving extensive customer interaction. - Strong technical prowess with 2+ years coding, with strong grasp of a single language (e.g. NodeJS, Python, Ruby); experience working with APIs and API documentation; adept at managing and resolving complex system issues efficiently. - Excellent communication skills, capable of effectively collaborating with both technical and non-technical teams, making complex technical concepts easy to understand for any stakeholder. - A proactive problem-solver, consistently seeking ways to improve customer satisfaction and product functionality. - Solid project management skills, with meticulous attention to detail and a capacity to handle multiple priorities. WHAT WE OFFER - Comprehensive Benefits: We offer competitive health, dental, and vision insurance plans to keep you and your loved ones covered. - Unlimited PTO: We believe in work-life balance and offer unlimited paid time off to promote personal well-being and relaxation. A TYPICAL DAY - 9AM: Review communications that came in overnight; prioritize urgent customer issues for immediate attention. - 10AM: Conduct customer calls to guide through technical setups and troubleshoot issues. Help a customer implement our SDK in their React frontend. - 11AM: Collaborate with the Support team to triage and address bugs and technical challenges experienced by your customers. - 12PM: 🥪 - 1PM: Meet with Customer Success to discuss strategic implementations and upcoming business reviews. - 2PM: Coordinate with the Product team on feature requests and enhancements driven by customer feedback. Discuss customer requests that popped up in your 10AM call. - 2:30PM: Join a session with Marketing to ensure upcoming campaigns reflect product capabilities accurately. - 3PM: Sync with the Head of CX and other key stakeholders to review progress and align on goals for an overhaul of our customer-facing documentation. - 3:30PM: Deep Work! Develop an implementation plan for a complex, on-premise customer - helping them utilize Paragon to successfully deploy workflows to multiple VPCs.