Systems & Solution Engineer

netnumber

Massachusetts

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

A leading telecommunications company is seeking a dynamic Systems & Solution Engineer to join their team in Massachusetts. This full-time role involves combining technical and sales expertise to support customers throughout their journey, from onboarding to ongoing use of services. The successful candidate will work closely with both technical teams and clients to ensure effective service delivery and enhance customer experience. Ideal for mid-senior level engineers with a strong background in customer support and telecommunications solutions.

Qualifications

Deep technical knowledge of telecommunications services and solutions.
Ability to communicate technical concepts effectively to customers.
Experience in customer onboarding and technical support.

Responsibilities

Assist sales teams in selling complex technical solutions.
Work directly with customers to understand their business needs.
Provide ongoing technical support during and after the sales process.
Monitor and respond to customer emails pertaining to technical issues.
Ensure timely resolution of critical customer issues.

Skills

Technical knowledge

Sales expertise

Customer support

Technical presentations

Problem-solving

Job description

NetNumber Inc is a leading telecommunications company dedicated to providing innovative solutions and exceptional service to our clients. We are committed to driving the future of telecommunications through cutting‑edge technology and unparalleled customer support.

We are seeking a dynamic and experienced Systems & Solution Engineer to join our team. The Systems and Solutions Engineer combines technical and sales expertise to sell complex services, and is responsible for customer onboarding and support until the customer is fully deployed and actively using the service.

This role requires technical knowledge and operational expertise to drive customer success and streamline selling and onboarding processes. The Systems and Solutions Engineer works closely with the Director of Customer Success to develop and implement tactics that enhance customer experience, ensure data quality management, and drive operational efficiency.

Additionally, this role bridges the gap between technical teams and customers, requiring direct customer‑facing activities and close collaboration with the networks and engineering teams to ensure seamless service delivery and technical alignment. The role involves understanding customer requirements, presenting technical information, providing pre‑sales and post‑sales support, and contributing to product development.

Key Responsibilities

Assist sales teams in selling complex technical solutions to both prospective and existing customers.
Possess deep technical knowledge of the services being sold and effectively communicate this knowledge to customers.
Work directly with customers to understand their technical requirements and business needs.
Prepare and deliver technical presentations to showcase the value or functionality of services.
Provide ongoing technical support to customers during the sales process and after sale, including troubleshooting and addressing technical issues.
Develop and maintain strong relationships with customers.
Provide feedback to product development teams to improve existing services or develop new ones based on customer feedback.
Monitor and respond to customer emails.
Collaborate with sales, engineering, and product teams to ensure seamless onboarding and implementation of NetNumber solutions.
Produce documentation, methods of procedures, and best practices.
Participate and fully complete root cause analysis.
Own and escale critical customer issues to the appropriate internal teams and ensure timely resolution.
Maintain a deep understanding of NetNumber products, services, and technology offerings.
Document and review project turnups and configurations.
Process customer cases in a timely fashion adhering to service level agreements.
Support customers by handling and documenting incidents and service requests.
Participate in a paid 24/7 on‑call schedule within the department.