Solutions Engineer (Post-Sales / Technical Support & Customer Success)

Paragon Inc.; Los Angeles (CA); Hybrid; USD 90,000 - 140,000; Full time

Job summary

An innovative company is looking for a Solutions Engineer to enhance customer engagement and drive product adoption. In this dynamic role, you'll collaborate with various teams to ensure customers maximize their experience with the platform. Your technical expertise will be vital in resolving issues, guiding customers through setups, and contributing to product improvements. This role offers the flexibility of remote work while being part of a passionate team in a vibrant office environment. If you're a proactive problem-solver with a knack for communication, this opportunity is perfect for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited PTO

Qualifications

• 3+ years in a Technical Solutions/Support role in B2B SaaS.
• Strong technical skills with 2+ years coding, ideally in JavaScript.

Responsibilities

• Engage with customers to accelerate onboarding and resolve technical issues.
• Collaborate with cross-functional teams to enhance product usability.

Skills

Technical Solutions

Customer Interaction

JavaScript

API Documentation

Problem-Solving

Project Management

Communication Skills

Tools

SDK

React

Job description

We are seeking a Solutions Engineer to join our team at Paragon! As an early member of our team, you will help our customers realize the incredible potential of our platform. You will work across the business in driving product adoption, strengthening customer engagement, providing input into our product roadmap, and ensuring our company is as customer-centric as possible.

This role sits at the center of our company, working across Support, Product, Engineering, Operations, and Sales. We are a small, lean team - you’ll report to our Head of Ops & CX, and work closely with our Success and Support Teams in supporting our customers as they implement and leverage the Paragon platform. If a high-ownership, customer-facing role in an ambiguous environment is where you thrive - this is the role for you.

You'll work with us in our beautiful, dog-friendly office in West LA. We are also open to working with folks remotely with a preference for PST time zones.

You must apply via Lever to be considered! Apply here

What You’ll Do

1. Customer Interaction and Technical Support
   • Directly engage with customers to accelerate their onboarding process, helping them quickly learn and gain value from our platform.
   • Collaborate extensively with the Support team to efficiently diagnose and resolve technical issues.
   • Pair and partner with customers as they develop workflows, install our SDK, and author Paragraph-based workflows - ensuring they implement Paragon optimally and with an eye towards scaling.
   • Contribute to the development and refinement of our help center, marketing materials, and documentation, ensuring technical accuracy and usefulness.
2. Cross-Functional Collaboration
   • Work alongside the Success, Engineering, Product, and Marketing teams to synthesize customer feedback into actionable product enhancements.
   • Participate in strategic planning sessions with Customer Success, Support, and Product to ensure successful customer implementations and renewals.
3. Iteration and Initiative
   • Drive initiatives aimed at improving the customer adoption and product usability.
   • Create and maintain technical documentation and training resources that empower both customers and internal teams.
   • Advocate for and implement solutions that enhance both the product and the customer experience.

You Should Have

1. 3+ years of experience in a Technical Solutions / Support role in a B2B SaaS environment, involving extensive customer interaction.
2. Strong technical prowess with 2+ years coding, ideally in JavaScript; experience working with APIs and API documentation; adept at managing and resolving complex system issues efficiently.
3. Excellent communication skills, capable of effectively collaborating with both technical and non-technical teams.
4. A proactive problem-solver, consistently seeking ways to improve customer satisfaction and product functionality.
5. Solid project management skills, with meticulous attention to detail and a capacity to handle multiple priorities.

What We Offer

1. Comprehensive Benefits: We offer competitive health, dental, and vision insurance plans to keep you and your loved ones covered.
2. Unlimited PTO: We believe in work-life balance and offer unlimited paid time off to promote personal well-being and relaxation.

A Typical Day

1. 9AM: Review communications that came in overnight; prioritize urgent customer issues for immediate attention.
2. 10AM: Conduct customer calls to guide through technical setups and troubleshoot issues. Help a customer implement our SDK in their React frontend.
3. 11AM: Collaborate with the Support team to triage and address new technical challenges.
4. 1PM: Meet with Customer Success to discuss strategic implementations and upcoming renewals.
5. 2PM: Coordinate with the Product team on feature requests and enhancements driven by customer feedback. Discuss customer requests that popped up in your 10AM call.
6. 2:30PM: Join a session with Marketing to ensure upcoming campaigns reflect product capabilities accurately.
7. 3PM: Sync with the Head of Operations & Success and other key stakeholders to review progress and align on goals for an overhaul of our customer-facing documentation.
8. 3:30PM: Deep Work! Develop an implementation plan for a complex, on-premise customer - helping them utilize Paragon to successfully deploy workflows to multiple servers.

$90,000 - $140,000 a year

0.01-0.05% Equity

Paragon is an embedded integration platform for SaaS apps - we enable companies to build products that integrate with the SaaS ecosystem. With Paragon, software companies can integrate with hundreds of different SaaS apps in minutes while providing their customers with a seamless, unified integration experience. Our vision is to build the connecting layer for all software that enables every application in the world to work together seamlessly.