Role overview
Want to be part of an exciting pre-IPO enterprise B2B company working on the cutting edge of internet-of-things, artificial intelligence & agents, blockchain, and manufacturing technology? This well-funded venture-backed company has an international footprint with our headquarters in San Jose, California in the heart of Silicon Valley. We have paying customers and are rapidly scaling.
This is a great opportunity to get to know some very smart people in the Valley, learn about the coolest new technologies, and solve a broad range of exciting problems such as scaling up hardware products to mass production, developing artificial intelligence, security, and positioning solutions.
You will be a core member of our early stage team. We work on everything from machine learning, to security, to high performance computing, to IoT devices, to dynamic web apps, etc. Don’t be surprised if you get to touch every system while you work here, often teaming up with other team members on critical work.
We are looking for a dedicated, ambitious and self-driven Field Applications Engineer. In this role, you will work closely with our customers, build relationships with them and help them achieve their technical goals and overcome technical challenges. This role is mission critical for our early adopter program, you will be the principal project management contact for our most important asset: our early adopter customers.
You'll rely on your extensive technical experience and judgment to plan and accomplish goals. You'll lead and direct the work of others. A wide degree of creativity and latitude is expected. This role reports to Manager of Support that owns the customer relationship and is accountable to the desired Trackonomy business outcome.
What you'll work on
- Manage the day to day solution delivery and deployment with the customer during all phases of the customer lifecycle:
- Own the evaluation and feasibility stage, including business and technical requirements gathering
- Run pilot or validation phases of testing the Trackonomy hardware and software systems in the client’s environment
- Manage the production enterprise roll-out phase and ongoing platform support and evolution phase.
- Assist customers’ technical requests and take care of any technical issues
- Build strong customer relationships, especially with key customer stakeholders and sponsors
- Always strive to provide exceptional customer experience
- Manage customer expectation and lead them to customer satisfaction
- Make sure all deliverables arrive in good order, on time, and fulfill customers’ requirements
- Track and manage the key account metrics and reports
- Communicate the progress to both internal and external stakeholders
- Take initiatives in identifying growth opportunities
- Collaborate with our team to achieve sustainable growth
- Must be able to travel up to 25%
Required Experience:
- A proven track record of Technical Support Engineer or other relevant experience
- At least 3-5 years of experience in the engineering or technology support in a related area
- Experience in managing multiple stakeholders and projects
- A listener who is customer-oriented and attentive to their needs
- Critical thinker and problem-solving skills
- Team player
- Experience with Operating Systems such as Microsoft and Linux
- Familiar with a variety of the IoT concepts, practices and procedures.
- Good time-management skills
- Great interpersonal and communication skills
- Engineering degree or equivalent in Computer Science, EE or Computer Engineering strongly preferred
- Strong experience programming in SQL, C, C++ and Python
- Experience and some knowledge in PowerBI and tools like Microsoft Office