Solutions Engineer

Role Responsibilities:

Sales

• Perform required sales engineering duties to meet company sales targets
• Assist in the development and implementation of sales, support and marketing activities
• Advise, coach, train, motivate both in-house and channel sales teams

Support

• Engage customers in a professional, courteous, honest manner
• Assist Support Technicians and Engineers with the existing user base to ensure all customers are professionally serviced in a timely manner

Solutions Engineering

• Achieve and maintain expert level knowledge of ContentKeeper products and services
• Acquire the knowledge and expertise necessary to position ContentKeeper against competitive products
• Provide pre-sales, technical web demonstrations, highlighting the advantages of the product
• Provide on-site presentations/demonstrations as part of the pre-sales process
• Attend trade shows as a product expert
• Acquire and maintain the networking/hardware knowledge necessary to implement ContentKeeper in customer networks
• Schedule and facilitate customer product evaluation/deployment process
• Manage on-site evaluations/deployments when appropriate
• Manage customer escalations, by taking ownership of high priority and/or complex issues from Support Engineers
• Assist with product/process documentation
• Assist writing technical and presentation documentation
• Assist with product design and documentation
• Support and train the support staff
• Miscellaneous Assigned Projects

Company

• Provide strategic advice to product development in accordance with market demands and opportunities.
• Help develop, discover and pursue business opportunities
• Follow Quality Management procedures and EEO principles and practices
• Other duties which facilitate company profitability

Required skills/experience/qualifications:

Professional Expectations

• Exceptional written and oral communication skills are essential, strong customer focus, and ability work with both technical and non-technical people
• Follow the general operating procedures outlined in the “General Support Processes and Procedures” documentation
• Proactively communicate ticket status to customers for all open issues
• Maintain clear, concise and complete ticket documentation for customer requests
• Know and follow company and department protocols
• Continuously develop product knowledge and applicable use in the industry
• Know and maintain technical knowledge of products, services and technologies that the company supports
• Know and maintain a professional knowledge of the Web Security market and competitive products
• Other duties as directed

Preferred Qualifications

• 5 years Educational focused information technology background
• CCNA or equivalent networking experience
• Intermediate to expert level experience with Linux
• Intermediate to expert level experience with protocol analyzers
• Network troubleshooting at a packet level
• Previous experience with web filtering products
• Strong understanding of directory services (i.e. Active Directory, LDAP, Google Directory)
• Experience with MDM solutions (i.e. JAMF, Mosyle, Filewave, Meraki, Intune)
• Experience with Google Workspace
• Hardware investigation and troubleshooting skills
• Experience with datacentre infrastructure

This is a UK based role and will work predominantly remotely however we do have an office in Nottingham city centre where there may be occasional travel for team meetings etc.

This is a full time permanent position.

*** STRICTLY NO AGENCIES ***