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Enterprise Solutions Engineer

CDI
Paris
Salaire : Non spécifié
Télétravail total

Hivebrite
Hivebrite

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Le poste

Descriptif du poste

Hivebrite is an all-in-one community management and engagement platform. Our mission is to provide organizations with the tools they need to create impactful communities. 

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than 900 customers worldwide - including Boeing, Roche, the Obama Foundation, the National Academy of Sciences, the Aspen Institute, the University of Notre Dame, and the U.S. Naval Academy.

We employ over 170 people across our entities in Paris, New York, the UK, and Sydney, and 30+ nationalities are represented in our team! 🌍

Our work policy encourages a healthy work-life balance with a flexible schedule. We believe in the importance of balancing your work priorities and personal life. We also have many initiatives to keep our global culture strong, offering opportunities to meet and socialize with team members virtually and in-person throughout the year. 👋

In 2023, we were awarded Best Hybrid Place to Work by BuiltIn in the US and Choose My Company and HappyIndex at Work in France. 🏆

Join for the mission, stay for the people. 🚀

We are seeking a highly skilled and motivated Solutions Engineer to join our Customer Success team. 

As a Solutions Engineer, you will play a critical role in supporting our onboarding and customer success efforts by providing technical expertise and guidance to customers. You will be assigned to specific customers and work closely with our Customer Success leadership and teams to establish best practices tailored to each use case. Success in this role will be measured by customer expansion and retention.

Note: We have an NYC office near Times Square and ask that our NYC-based employees to be flexible hybrid. 

🌟 RESPONSIBILITIES

  • Work in conjunction with the Implementation and CSM teams to help onboard and expand Enterprise customer use of our product. Be the consistent technical and use case expert for large customers across Higher Ed, Commercial, and Non profit organizations. 
  • Technical Expertise: Serve as the primary technical resource for the Customer Success team, assisting with customer inquiries, technical troubleshooting, and solution recommendations.
  • Product Knowledge: Develop a deep understanding of the Hivebrite platform, including its features, functionalities, and integrations, to effectively address customer questions and challenges. Be able to map that understanding with use case best practices. 
  • APIs and Integrations: Possess a strong understanding of our APIs and integrations, and be able to guide customers on API usage, authentication methods, data synchronization, and customization options.
  • SSO and Authentication: Provide expertise in single sign-on (SSO) and authentication mechanisms, assisting customers with SSO configuration, identity management, and security best practices.
  • Customer Tech Stacks: Familiarize yourself with our customers' technology stacks, including their existing systems, databases, and infrastructure, to better understand their technical environment and provide tailored recommendations.
  • Collaboration: Collaborate closely with internal teams, including Product Development, Engineering, and Support, to escalate and resolve customer issues, share customer feedback, and contribute to product improvements.
  • Documentation and Training: Create and maintain technical documentation, tutorials, and training materials to support customer onboarding, self-service troubleshooting, and knowledge sharing within the Customer Success team.
  • 🌟 REQUIREMENTS

  • 8+ years of experience in a technical role, preferably in customer-facing or customer support positions.
  • Strong knowledge of web technologies, APIs, and SSO/authentication protocols.
  • Experience with CRM systems (e.g., Salesforce), ticketing systems (e.g., Zendesk), and project management tools (eg. Asana)
  • Excellent communication skills, with the ability to convey technical concepts to non-technical audiences.
  • Strong problem-solving skills and attention to detail.
  • Ability to work independently and collaborate effectively in a fast-paced, dynamic environment.
  • 🌟 PREFERRED QUALIFICATIONS

  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • 🌟 BENEFITS

  • Competitive salary package + variable bonus
  • Open PTO policy
  • 11 paid holidays
  • Employer contributions towards medical, dental, and vision insurance (95% for employee and 75% for dependents).
  • FSA / HSA options ($600 annual HSA employer contribution)
  • 16 weeks (100% paid) maternity leave
  • 12 weeks (100% paid) caregiver/paternity leave
  • Matching 401K
  • Short-term disability, Long term disability, and basic life insurance covered 100% by Hivebrite
  • $500 remote equipment stipend
  • Commuter benefits
  • Flexible schedule and remote policy
  • An international work environment, with offices in Paris, New York, the UK, and Sydney. 
  • Opportunities to socialize with your team in person!
  • The latest in Apple’s equipment 🍏
  • Check out our instagram page here to discover our team 📷
  • 🌟 RECRUITMENT PROCESS

  • A 30 min phone call with our Recruiter
  • A 30 min video call with the Hiring Manager to go deeper on the job description and for you to understand the expectations of the role.
  • A 30 min team video call with two cross-functional members of the team
  • A 30 min values-based video call with two members of the team to evaluate value + culture alignment
  • A final 30 minute video call with the Hiring Manager to confirm role alignment and fit
  • 🚀 Our recruitment process lasts about 2-3 weeks and we give a high touch recruitment experience throughout
  • Envie d’en savoir plus ?