Solution Engineer II
Onit
full-time
Posted on:
Location Type: Remote
Location: India
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About the role
- Supporting the effort to ensure the highest levels of client satisfaction with our products and services, the Solution Engineer will have the following responsibilities and duties:
- Configure advanced technical solutions to support clients, addressing complex technical issues and product inquiries related to Onit’s suite of solutions.
- Troubleshoot, diagnose, and resolve technical challenges across the product stack, delivering prompt and efficient solutions.
- Ensure seamless client experience by resolving issues and supporting ongoing business needs.
- Collaborate closely with internal teams, including Engineering, Product Management, Global Support, and Professional Services, to ensure comprehensive resolution of client issues and to drive product enhancements.
- Identify and escalate recurring issues or patterns to the development teams to improve product functionality and reduce future support requests.
- Serve as a technical advisor to clients, offering insights and guidance on best practices for leveraging Onit’s products to meet business goals.
- Serve as a mentor to team members, coaching and training in best practices.
- Perform performance optimization of Onit’s products and solutions, ensuring efficient operation and resolving any performance bottlenecks or issues.
- Contribute to continuous improvement initiatives by providing feedback on product features, functionality, and customer requirements.
Requirements
- 3+ years of experience in advanced customer support, preferably within a SaaS (Software as a Service) environment
- Bachelor’s degree in Computer Science, MIS or a related discipline or equivalent experience
- Hands-on experience creating dashboards and reports using Tableau (2–3 years)
- Understanding of Data Warehousing concepts, including ETL processes, star/snowflake schemas, and data modelling
- Experience working with data extraction, transformation, and loading from multiple data sources into BI tools or data warehouses
- Working knowledge of SQL, building CTEs, creating views
- Prior experience working on SaaS implementations/integrations
- Solid understanding of programming fundamentals (e.g., algorithms, data structures, coding best practices, etc.)
- Demonstrated ability to quickly understand business requirements and expectations
- Excellent verbal and written communication skills, with the ability to effectively articulate complex technical concepts to both technical and non-technical stakeholders
- Detail-oriented with strong organizational skills
- Prior experience working on Business Process automation/management tools
- Excellent Microsoft Office Suite and general documentation proficiency
- Strong multitasking skills with the ability to prioritize and manage multiple projects simultaneously in a fast-paced environment
- Liquid templating language experience is a plus
- Experience in the legal industry is a plus, but not required
Benefits
- Health Coverage: Employee and immediate family members.
- Time Away: Flexible paid time off and 10 company paid holidays annually.
- Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement.
- Income Protection: 100% employer-paid life and disability insurance.
- Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.
- Tax-Advantaged Accounts: Flexi, NPS.
- Community Engagement: One paid volunteer day each year to give back to the community.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportSaaSTableauData WarehousingETL processesSQLprogramming fundamentalsBusiness Process automationliquid templating language
Soft Skills
client satisfactioncommunication skillsorganizational skillsmultitaskingmentoringproblem-solvingcollaborationdetail-orientedability to understand business requirements
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in MIS