Job Description

About Solidatus

We are empowering organizations to connect and visualize their data relationships, simplifying how they identify, access and understand them. With a sustainable data foundation in place, data-rich enterprise can meet regulatory requirements, drive digital transformation and capture business insights. Our powerful metadata management technology us seen as a critical development in data management software - one that matches the complex needs of modern business.



This is an exciting time to join Solidatus - In 2021, we secured investment from HSBC, Citi and AlbionVC completing a 14 million Series A funding round that has helped our expansion internationally. Our company was recognized as one of the 2021 Deloitte UK Technology Fast 50; names Most Innovative Data Governance Initiative and Best Graph Database Solution at the A-Team Innovation Awards; was included on Fintech Global's

RegTech 100 list, is one of the most influential fintech companies of 2021 according to the Financial Technologist and was awarded top 1% place to work award by The Financial Technologist.

About the team

Solidatus's Customer Success team is expanding, and we're committed to making every customer interaction with our company an exceptional experience. As an enterprise software company we deal with a variety of customers and stakeholders and ensuring we deliver great value is absolutely pivotal to our success as a company in the future.

Role

What we're looking for

Solidatus is being scaled up all around the world, employing people who share our vision and culture. We're looking for people who align with our core values: Integrity, Elegance. Collaboration and Excellence. The kind of person who is very driven and wants to join a community of ambitious and kind people, all personally and professionally invested in the Solidatus mission.



As a Customer Success Engineer, you form part of a team of technical experts dedicated to delivering exceptional support and solutions to our customers. Working closely with colleagues around the world you will play a critical role in ensuring the successful implementation, integration, and ongoing technical support of our products and services. By combining your technical expertise with your passion for customer success, you will drive customer satisfaction, retention, and loyalty.

What you'll be doing

Customer Implementation and Integration:




Support the implementation and integration process for new customers, ensuring a smooth and successful onboarding experience. Work closely with customers to understand their technical requirements, configure solutions to meet their needs, and address any integration challenges. Develop and maintain technical documentation, training materials, and best practices to support customer implementations.




Technical Support and Troubleshooting:




Provide technical expertise and guidance to our customers, partners and colleagues, ensuring the delivery of high-quality solutions and support services. Demonstrate a complete understanding of the Solidatus product and tech stack Communicate directly to customers, providing timely and effective resolution of customer issues and escalations. Lead root cause analysis efforts to identify and address underlying technical issues, working closely with engineering and product teams as needed. Assist with process enhancements to streamline support workflows and enhance the customer support experience.




Customer Success Enablement:




Partner with customer success managers to identify opportunities for technical upsell and cross-sell within existing accounts. Foster relationships with customers and colleagues to improve customer insight and collaboration

What you'll need

Proven experience in a customer success engineering or technical support role, preferably in a SaaS or technology company. Deep understanding of software architecture, cloud computing, APIs, and integrations. Strong problem-solving and troubleshooting skills, with the ability to diagnose complex technical issues. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences. Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.




We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability or need adjustments at any stage of the recruitment process--or once you're with us--we'll do everything we can to support you to thrive. Our goal is to create a workplace where everyone feels they belong and can do their best work.