EMEA Sales Support Engineer

Role: Permanent
Salary: Competitive
Location: UK
Reference: 37478

Our client is a leading provider of cloud-based solutions, Video Software as a Services, supporting the Video Surveillance and Security industry. This position is a combination of sales and support engineer, with the chosen individual able to demonstrate their experience working in a dynamic team-oriented environment, and is highly empathetic and customer focused. As this role is really a hybrid of sales and support engineering, product demonstrations, presentations, conference call discussions and issue resolution are a critical part of this position. This includes technical analysis and consultation to ensure our cloud solutions will adequately meet customer needs. During the opportunity qualifying process, confirm that products meet the prospect’s requirements and assist sales in technical qualification. Throughout the proposal process, articulate and demonstrate our solutions, influence customer’s technical requirements, and position products relative to competition. You will also work closely with sales and customer care, be responsible for all the technical aspects of the sale during the entire sales cycle, as well as tier 1 and 2 issue investigation and resolution post-sale.

 

Responsibilities

  • Ensure every customer interaction is a satisfying experience through a professional and friendly attitude
  • Define product functional requirements based on customer needs and document specific configuration requirements
  • Conduct in-depth technical product demonstrations and presentations
  • Implement pilot and proof of concept installations
  • Provide presales technical knowledge in meetings
  • Responsible for RFP technical responses
  • Support the sales team at trade shows and exhibitions
  • Work with technical support during transition from pre-sales to post-sales implementation
  • Provide technical feedback to the Product Management team to drive continuous improvement and provide superior customer experience
  • Resolve customer requests, questions, and complaints effectively while analysing situations to determine the best use of online or technical support resources
  • Develop strong relationships with customers and technology partners
  • Serve as a consistent liaison between the customer and the Customer Care team
  • Track all activities and interactions within the company CRM
  • Resolve customer requests, questions, and complaints effectively while analysing situations to determine the best use of online or technical support resources
  • Confirm that delivered solutions are documented as knowledge base articles to help make the team successful
  • Up to 50% travel expected within the role

 

Qualifications

  • 5+ years sales engineering or customer-facing experience in Customer Solutions, IT, Physical Security or SaaS
  • Advanced technical knowledge in the network discipline of Enterprise Physical Security and Cloud IoT solutions
  • In-depth knowledge of storage solutions such as NAS SAN etc.
  • In-depth knowledge of networking principles and the IP protocol
  • Experience with configuration and troubleshooting of Linux and Windows OS
  • Excellent knowledge of Linux and Windows operating systems
  • Bachelor’s degree in technical/engineering discipline or equivalent experience
  • Fluency in English required, and multiple languages a plus

 

 

Skills/Training Desired but Not Essential

Knowledge of Docker and Kubernetes a plus

IT certifications such as MCSE, VCP or CCNA, CompTIA A+ a plus

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