The Hologram Company

Solutions Engineer

• Lead and develop a team of 3 Solutions Engineers across T1-T3 support tiers
• Foster a culture of technical excellence, customer empathy, and continuous learning
• Drive strategic improvements within Solutions Engineering, including refining and optimizing support operations, SLAs, and escalation processes as Hologram grows
• Own and drive improvements to key metrics: response times, resolution rates, CSAT, ticket deflection
• Proactively plan and manage workload distribution, and capacity planning across support tiers.
• Manage the development and expansion of comprehensive internal and external knowledge bases
• Expand and optimize AI support systems' technical knowledge to improve resolution quality and reduce escalations
• Analyze support data to identify trends across issue types, customer segments, and support patterns
• Translate customer pain points and technical feedback into actionable product improvements
• Partner with Product and Engineering teams to advocate for customer needs and close platform gaps
• Collaborate with Sales on customer onboarding processes and technical handoffs
• Work with Customer Success to improve post-sales lifecycle and reduce time-to-value

Senior Manager, Solutions Engineering