Role Summary
ConnexAI is seeking a Technical Support Engineer to join our U.S. team, delivering implementations of our platform across the country.
As a Technical Support Engineer, you will be responsible for implementing the full suite of ConnexAI products and providing technical onsite support and guidance to new and existing clients.
This role is part of the implementation team, which also serves as an advisory and escalation function. You will assist with project scoping, client onboarding, and client documentation. The Technical Support Team works in PODs, consisting of a Technical Support Manager (TSM), a Technical Support Engineer (TSE), and a Project Manager (PM).
Location: United States (Remote) – Travel Required
Responsibilities:
- Develop a deep understanding of the operation of our entire product suite and the interface specifications for system integrations.
- Under the guidance of the technical services team, deliver or partially deliver new projects according to customer requirements.
- Ensure training sessions and any required pre-training plans are thoroughly documented.
- Take ownership of new projects and manage them professionally through to resolution or conclusion using Trello and Zendesk.
- Be a self-starter with the ability to work independently and deliver high-quality results.
- Exhibit excellent communication skills, strong customer awareness, and collaborate with internal departments to ensure clients maximize system capabilities.
- Act as a trusted advisor to enterprise clients, developing practical solutions to real-world challenges and risks.
- Consult with clients, leveraging your own experience to help them utilize the system to its full capacity, including best practices for dialing strategies, data strategies, and system management.
- Provide feedback on product usability and development needs from clients and your own insights. As a customer-facing role, Technical Support Engineers are key in conveying practical product improvements.
- Be prepared to travel regularly across the US and globally.
Qualifications:
- Experience in call centers/customer engagement (as an end user or supplier) or in a similar SaaS implementation and consultation role
- Ability to manage multiple projects concurrently
- Strong problem-solving and adaptive thinking skills
- Proficiency in technical document writing
- Understanding of integration approaches
- Project management experience (PMI or Prince II preferred)
- Experience with BI/report writing and telephony systems (PBX/VoIP)
Apply now or contact our Talent Acquisition Specialist, Emma Hassall – emma.hassall@connex.ai.
