Senior Technical Solutions Specialist

vor 4 Wochen

Bremen, Bremen, Deutschland IGEL Technology Vollzeit
About the Role

This position requires daily interaction with customers, business partners, and internal teams. As a key member of the IGEL Technology team, you will be responsible for engaging with customers throughout their journey, from discovery to post-sales handover. Your primary focus will be on documenting customer opportunities in the CRM, tracking technical issues in the IGEL support system, and utilizing this system to delegate, engage peers, and move sales opportunities towards closure. You will also be expected to travel 25-75% of your work time, based on customer or field marketing activities. A strong desire to learn and a "can-do, want-to-learn" attitude is essential for success in this role.

Due to compliance and tax reporting reasons, this position is open to candidates living in the following states: AR, AZ, CA, CT, DC, DE, FL, GA, IA, IL, IN, MA, MD, MI, MO, NC, NJ, NY, OH, OR, PA, TX, UT, SC, VA, WA, and WI.

Key Responsibilities
  • Be part of a team of engineers providing excellent service to our customers and partners
  • Use remote tools to demonstrate IGEL solutions and assist customers during Proof-of-Concept
  • Articulate solution architecture adhering to IGEL reference architecture and best practices
  • Work through technical issues at the operating system level
  • Build and maintain customer and partner rapport through on-site visits and virtual meetings
  • Manage technical issues, solutions, and sales opportunity progress by creating cases within our helpdesk system
  • Position IGEL services and support offerings as they fit the needs of the customer
  • Promote IGEL training offerings and IGEL Certifications
  • Demonstrate our technology at industry events and tradeshows
  • Manage technical case escalation to maintain forward movement on sales opportunities
  • Ensure clear, professional communication between our teams and the customer
  • Contribute to customer-facing and internal technical documentation and guides
  • Continue education by attending training sessions and reading technical documentation
  • Prior experience working opportunities with channel partners is preferred
  • Build strong relationships with their key focus partner counterparts and share best practices
  • Ability and willingness to travel as needed
  • Collaborate with teams from Development, Customer Engineering, Advanced Services, Sales, Marketing, and Leadership
Requirements and Qualifications

Personal Skills

  • Strong written and verbal communication skills with the ability to communicate effectively with engineers, sales teams, and management
  • Strong presentation skills
  • A team player who is influential and builds good working relationships across all levels
  • Flexibility, integrity, and creative problem-solving skills are imperative to be successful in this role
  • Ability to communicate via phone and email is required
  • Positive work ethic
  • Ability to listen effectively and show patience while working with customers, colleagues, and partners
  • Ability to learn new technologies quickly
  • Ability to work independently under minimal supervision
  • Ability to take effective notes
  • Ability to multitask effectively and work under pressure
  • Positive work ethic

Technical Skills

  • Prior Financial Services Sales Engineering experience preferred
  • Working knowledge of Fin/Serv Core business applications (Jack Henry, RiskTurn, Reuters, SAP, Bloomburg, Office)
  • Experience with Call Center use cases and applications (ex: Five9, Avaya, Genesys) is preferred
  • Working knowledge of Linux Operating Systems
  • Experience with IGEL OS or other Thin Client/Endpoint operating systems is a plus
  • Working knowledge of Windows Operating Systems
  • Experience in Remote Desktop Services, Azure Virtual Desktop, AWS, Citrix, VMware Horizon environments
  • Knowledge of networking concepts, including TCP/IP, DHCP, DNS, et al. Good understanding of the solutions offered by IGEL's technology partners
What We Offer
  • Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
  • 10 company-paid holidays per year
  • 15-20 days of PTO per year (15 days in the first year and 20 each year thereafter)
  • 401(k) plan with 100% company match, up to $5,000 per year
  • Monthly home office allowance
  • Remote working opportunities and flexible working times, so you can combine your demanding work with your private goals
  • Employee Assistance Program (EAP) and Financial Wellness tool
  • Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
  • Wellbeing apps, including Rightway, Headspace, and Wellhub
  • Training and development opportunities to advance your career

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state, or local laws.

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