Foxit

Solutions Engineer

• Run discovery with customers and partners to understand goals, workflows, constraints, and success criteria.
• Design solution approaches using Foxit products, including integrations with customer systems (identity, security, cloud, enterprise apps).
• Deliver clear, customer-relevant demos, workshops, webinars, and proof-of-concepts.
• Support RFIs/RFPs and technical questions, and help customers evaluate Foxit confidently in English and your major language.
• Troubleshoot technical issues during evaluations and early rollout - bring in Product/Engineering when needed.
• Create and maintain reusable demo setups, technical documentation, and best-practice guides.
• Spot risks early (security, architecture, feasibility, rollout) and propose mitigation before they slow down a deal.
• Support Customer Success and Renewals with technical input for adoption, upsell/cross-sell, and renewal success.

Customer Support

• Provide first-line support: Respond to incoming requests, diagnose issues, and deliver clear, professional resolutions with empathy and urgency.
• Support onboarding and deployment: Assist with pre- and post-deployment needs to ensure successful implementation, adoption, and integration of Foxit solutions.
• Troubleshoot and document: Follow structured troubleshooting steps, capture accurate case details, and document solutions to improve consistency and speed to resolution.
• Build better processes: Develop and refine support methods, procedures, and internal knowledge to strengthen customer outcomes and reduce repeat issues.
• Partner across teams: Identify patterns in customer issues, escalate critical cases appropriately, and collaborate with Engineering/Product/Support leadership on long-term fixes.
• Enable user success: Provide guidance, lightweight training, and best practices to help users confidently use Foxit tools and workflows.
• Use data to improve: Review support trends and feedback to recommend improvements to workflows, tools, and policies that enhance customer experience and operational efficiency.
• Exercise independent judgment: Make sound decisions that impact process, customer success, and escalation pathways.

Senior Customer Support Representative, Level 1

• Serve as a Tier 2 technical support escalation point, resolving complex product, configuration, and deployment issues.
• Manage customer escalations, including difficult or hostile interactions, with professionalism and confidence.
• Support enterprise customers with large environments (thousands of licenses).
• Lead or participate in extended customer meetings (up to 2+ hours), including troubleshooting sessions, demos, and Q&As for large user groups.
• Run or assist with product demos, training sessions, workshops, and seminars (preferred).
• Document cases thoroughly and follow escalation SOPs, ensuring proper due diligence when involving higher-tier teams.
• Collaborate closely with internal teams to troubleshoot issues and brainstorm solutions.
• Adapt quickly to changing priorities and multitask effectively.
• Act as a point of contact for multiple departments on escalations and procedural questions.

Customer Support Representative, Level 2

Sales

• Own and execute the channel/partner plan to drive pipeline, bookings, renewals/expansion, and partner-sourced revenue.
• Create the cadence that drives results: partner business reviews, forecasts, partner scorecards, and pipeline hygiene.
• Build relationships from day-to-day sales teams to C-level partner executives.
• Improve partner readiness: onboarding, training, certification, sales plays, competitive positioning, and “how we win” deal support.
• Partner tightly with our North America and EMEA sales teams to align plays, messaging, partner roles, and regional priorities.
• Identify gaps and recruit the right partners (resellers, distributors, solution partners) to expand coverage and increase revenue leverage.

Director of Channel & Partner Sales

Manager

• Own a portfolio of national and regional MSP partners and deliver measurable growth (pipeline, bookings, active customers).
• Build and execute demand generation programs with partners to drive customer engagements for Foxit solutions.
• Create strategic partner account plans (targets, initiatives, co-selling motions, enablement, quarterly goals).
• Serve as the primary liaison between MSP partners and Foxit teams (Sales, Marketing, Enablement, Technical).
• Enable partner sales and technical teams through ongoing product training, sales plays, and solution positioning.
• Facilitate deal flow and communications between partner and Foxit—removing friction and accelerating cycles.
• Track and report partner business performance, including pipeline and partner activity; build and deliver business review decks.
• Co-develop partner marketing plans that drive incremental pipeline and revenue, including effective use of development funds.
• Act as an MSP evangelist internally, ensuring Foxit field sales teams understand the partner motion and engage effectively.
• Contribute to partner program evolution, bringing field insights into how Foxit can improve MSP enablement and outcomes.

MSP Channel Manager

Full-stack Engineer

• Design, build, and operate production-grade Python services powering document and AI workflows
• Own document ingestion and management pipelines, including reliability and scalability
• Implement RAG / semantic search systems that combine LLMs with document retrieval
• Develop and refine prompting and context management strategies for real-world usage
• Build and maintain embedding pipelines and vector database integrations
• Implement and optimise PDF processing (structure, metadata, extraction, layout considerations)
• Design and maintain APIs for document services and AI capabilities
• Deploy and run services using cloud infrastructure and containers
• Establish monitoring + evaluation for LLM quality, latency, and cost
• Mentor junior engineers and help raise engineering standards and best practices
• Collaborate within an experienced team and take direction from team leads and peers

Solutions Engineer

Senior Customer Support Representative, Level 1

Customer Support Representative, Level 2

Director of Channel & Partner Sales

MSP Channel Manager

Software Engineer – AI, Document Systems