Technical Solutions Specialist

Paperless Parts Inc; Boston (MA); On-site; USD 66,000 - 89,000; Full time

Benefits offered by this job

100% health/dental/vision coverage

Unlimited PTO

13+ paid holidays

Wellness stipend

Pre‑tax Commuter & FSA

401(k) plan

Employee recognition program

Job summary

Paperless Parts Inc. in Boston is seeking a Technical Solutions Specialist for our Customer Success team. This on-site role with a hybrid schedule focuses on mastering our P3L pricing language and third-party integrations to empower customers and resolve complex technical questions.

You will train customers, respond to requests, and manage a high volume of cases while collaborating with the CS team to drive adoption and success for our platform.

Qualifications

• Bachelor’s degree in CS/Engineering/MIS or related field.
• Strong Python and SQL skills.
• Strong analytical and critical problem-solving skills.
• Ability to translate business requirements to product solutions.
• Familiarity with “job shop” manufacturing, preferred.
• Fast learner, adaptable to new processes and technologies.
• Excellent written and verbal communication skills.
• Grit – scrappy problem-solver mindset.

Responsibilities

• Serve as Paperless Parts product expert. Learn the product in detail to assist customers with all aspects of the system.
• Develop in-depth knowledge of pricing language (P3L) and third party integrations. Troubleshoot and configure customer requests.
• Respond to customer requests promptly via email and phone.
• Manage a high volume of support cases (10+ per day).
• Identify product feedback trends and track enhancement requests for the roadmap.
• Collaborate with Customer Success to drive product adoption or expansion within customers.
• Go above and beyond to help customers.

Skills

Python

SQL

Education

Bachelor’s Degree in CS/Engineering/MIS

Job description

Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. From rockets to medical devices, we power the parts that move the world forward.

This position requires activities that are subject to US Export Control Laws and requires US Citizenship or Green Card holder.

About the Role

Customer Success is our #1 priority at Paperless Parts. Our Customer Support team plays a critical role in ensuring our customers maximize the value they receive from our platform. We are seeking a Technical Solutions Specialist to join our Customer Success organization. The Technical Solutions Specialist will work directly with our customers, answering product and industry questions, providing platform training, and resolving technical challenges, to ensure our customers are best positioned to leverage Paperless Parts to streamline their estimating process. In addition to general product knowledge, the Technical Solutions Specialist will specifically focus on developing in-depth knowledge of our P3L (Python-based pricing language) and third party integrations. This role will serve as the technical expert within Customer Support on these product areas, helping other members of the team with escalations.

Who You Are

You are hard-working, driven, and excited to work at a growing software company seeking to transform an industry. You enjoy problem solving, especially related to technical challenges. You enjoy working directly with customers, and have a strong sense of customer empathy. You enjoy being busy and prefer a role where you are required to balance multiple priorities at once. You generally are able to solve problems independently; you prefer to google a problem rather than ask someone for help. You enjoy working as part of a fast‑paced, close‑knit team. You are obsessed with helping customers. You do not give up when faced with a challenge; you find a way to help. This position is based in our Boston office and requires on‑site work, with a hybrid schedule.

Responsibilities

• Serve as Paperless Parts product expert. Learn our product in great detail, such that you are able to assist customers with all aspects of the system.
• Develop in-depth knowledge of Paperless Parts pricing language and third party integrations. Able to troubleshoot and configure customer requests.
• Quickly and thoroughly respond to all customer requests, balancing email and phone communication where appropriate.
• Manage a high volume of support cases (often 10+ per day).
• Identify product feedback trends, track enhancement requests for consideration in our product roadmap.
• Partner with Customer Success to identify opportunities to drive product adoption or expansion within specific customers.
• Go above‑and‑beyond to help our customers whenever possible.

Qualifications

• Bachelor’s Degree in Computer Science, Engineering, MIS, or related field
• Strong skills in a computational environment or programming language (Python, SQL etc.)
• Strong analytical and critical problem‑solving skills
• Ability to translate business requirements to product solutions
• Familiarity with “job shop” manufacturing, preferred
• Fast learner, ability to adapt to new processes and technologies, and evolving environments
• Excellent written and verbal communication skills
• Proven ability to thrive in a fluid, fast‑paced and ever changing environment.
• Last, but not least: GRIT – a scrappy, Can‑Do, problem‑solving mindset that will enable you to help the Team succeed

Salary Range

Salary range: $66,000 - $89,000. The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue‑based metrics, and business or organizational needs.

Benefits

• 100% coverage of health, dental, and vision for you and your dependent
• Competitive compensation philosophy
• Unlimited PTO
• 13+ paid holidays
• Company‑sponsored wellness stipend
• Pre‑tax Commuter and FSA/Dependent Care FSA
• 401(k) plan
• Employee recognition program

Equal Opportunity Statement

Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affïty Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.