Zylo

Solutions Engineer

• Lead client-facing technical service engagements, providing strategic consulting and hands-on implementation of SaaS management automations and integrations.
• Design and implement custom solutions using RESTful APIs, RPA tools, and scripting languages to automate data transfers, reporting, and workflow optimization.
• Build and structure a new service offering from the ground up, including service delivery methodologies, pricing models, and client engagement processes.
• Manage billable service hours and project deliverables, ensuring high-quality outcomes and strong ROI for clients.
• Collaborate directly with IT, SAM, and Procurement leaders to understand business requirements and translate them into technical solutions.
• Develop technical documentation and best practices for complex implementations, creating reusable frameworks for future engagements.
• Identify expansion opportunities within existing accounts through deep technical relationship building and solution advisory.
• Partner with internal teams including Product, Engineering, and Client Success to leverage platform capabilities and influence product roadmap based on client needs.
• Operate independently with minimal oversight, driving project success through self-direction and entrepreneurial problem-solving.
• Resolve Tier 2 Support tickets related to your areas of expertise.

Technical Solutions Manager

Support Engineer

• Reporting to the Manager of Support, Zylo is seeking a skilled and motivated Support Engineer to join our team.
• In this role, you will be responsible for providing top-tier technical support to our clients and partners, ensuring the smooth operation and resolution of issues within our platform.
• As a Support Engineer, you will play a critical role in driving client satisfaction, improving support processes, and contributing to the overall success of our clients' SaaS management initiatives.
• What you will do
• Provide technical support and troubleshooting for Zylo's SaaS management platform, ensuring timely and effective resolution of client issues.
• Triage, diagnose, and resolve incoming support tickets, collaborating with internal teams to ensure swift problem resolution.
• Serve as a technical escalation point for client issues, collaborating with Product and Engineering teams to implement long-term solutions.
• Create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
• Analyze support trends and client feedback to identify areas for improvement and proactively enhance support processes.
• Participate in the development and implementation of tools and automation strategies to streamline support operations and enhance the client experience.
• Collaborate with cross-functional teams, including Product, Engineering, and Client Success, to communicate client needs and influence product enhancements.
• Provide feedback and insights to the Product and Engineering teams to help prioritize bug fixes and feature requests based on client impact.