Solutions Engineer - Remote, United States - Flatfile

Description

Join our team at Flatfile as a Solutions Engineer, where your passion for solving problems, resilience in the face of challenges, and dedication to customer satisfaction will drive our enterprise sales motion to new heights. In this role, you'll guide our prospects through product evaluation, solution design, and configuration in code and spearhead post-sales implementations. As a full-stack Solutions Engineer, you'll be deeply involved in securing and ensuring customer success throughout the customer lifecycle. This position is perfect for technically adept individuals looking to forge strong connections and guide customers from potential prospects to satisfied partners.

This role reports to: Becca Weiss, VP of Customer Success

This role may be listed at other companies as:

• Solutions Architect

• Technical Solutions Engineer

• Pre-Sales Engineer

• Customer Sucess Engineer

Why are we hiring for this role now?

I'm Becca, Flatfile's VP of Customer Success. My whole career has been in Customer Success, one way or another. My journey started in the heart of customer service, navigating through the complexities of technical support where I was determined to go beyond fleeting customer interactions. Customer Support Engineering set the stage for where I really found joy as an Implementation Manager, demystifying technical products with customers and providing comprehensive solutions outside of my job description.

Throughout my career, I've come to understand that transparency isn't just a buzzword. It's critical to customer satisfaction, building relationships, and growth, not only for the business, but yourself.

In the fast-paced world of Flatfile, our customers are at the forefront of everything we do. My leadership is defined by an unyielding pursuit to create raving fans through every interaction. It's here where our Radical Support Manifesto comes alive—which is the living, breathing core of how we operate. We treat every piece of feedback as a gem, whether pointing us to new heights or reminding us where to ground ourselves more firmly.

We value the ability to pivot swiftly, always with an ear to the ground and open dialogue with our customers. It's about being real with each other and our customers—sharing in their challenges, empathizing, and working together to solve problems and build relationships rooted in trust. This is how we make our customers truly successful.

Joining our team means diving into the unique challenge of blending pre- and post-sales engineering problems for both potential and existing customers, uniquely positioning you to shape our approach to enterprise-level problem-solving. You'll play a critical role in developing new strategies and playbooks that will directly influence our success with large-scale clients. It's an exceptional chance to make a tangible impact, grow professionally, and contribute to pioneering solutions within a collaborative and technically skilled team.

The job

As a Solutions Engineer at Flatfile, your core responsibility during the pre-sales phase will involve the creation of proofs-of-concept (POCs) that are technically sound and aligned with potential customers' needs. This requires a deep understanding of customer requirements and to become intimately familiar with their data importing workflows. With this understanding, you will demonstrate the ability to effectively explain how Flatfile's solutions can address their unique challenges. Your work here is foundational, setting the stage for successful customer relationships.

Transitioning to post-sales, your focus will shift towards guiding customers to their desired end-state implementations. This entails ensuring that the solutions and strategies proposed during the pre-sales phase are appropriately executed, culminating in a seamless and effective integration of Flatfile's solutions into the customer's operations. Your role is critical in making sure that the initial promise of the POC translates into tangible results for our customers.

The main challenge in this dual-phased role is embodying the full-stack capabilities of a Solutions Engineer. This unique position requires not just the technical expertise to develop and implement solutions, but also the continuity of care to accompany the customer through the entire journey without the traditional hand-off to another team. This approach demands a blend of technical proficiency, problem-solving skills, and a customer-first mindset to ensure success and customer satisfaction.

Your main responsibilities:

• This role has two main focuses: on the pre-sales side, you'll work alongside our technical enterprise account executives to create meaningful POCs that delight potential customers. Your work here will be key to showing the value Flatfile can provide to new customers, and spans from technical configuration to workflow design.
• On the post-sales side, you'll spend most of your time helping customers solution and implement Flatfile as well as add to their existing configurations. This could be in the form of a small iterative improvement, a brand-new use case, or showing a customer how to add a new feature.
• Above all, expect most of your time to be spent working on POCs and code examples, building out customer journey maps and the integration of Flatfile, and spending time with our customers.

If this sounds like a fun challenge, let's define the Data Exchange category together

Consider applying if:

• You have at least 3 years of hands-on coding experience using Javascript in either pre-sales or post-sales roles (or bonus points for experience doing both)
• You possess at least 3 years of sales engineering or technical consulting experience, ideally working with enterprise-level customers.
• You have proven experience building out POCs for highly technical products
• You have demonstrable creative problem-solving skills, especially for enterprise-level challenges.
• You are comfortable interacting and influencing internal stakeholders; from departmental champions to C-Level sponsors; no title is too large for you to feel right at home.
• You are a quick learner, comfortable with asking questions. You'll be expected to become a product expert. Maybe not right away, but in due time.

While many Solutions Engineering roles are, Flatfile's Solutions Engineer role is unique. With that in mind, you should pass on applying if:

• You don't have hands-on coding experience. Technical expertise, especially in JavaScript, is non-negotiable.
• You like to have specific playbooks and criteria already made for you. While we're on our way to building this out, we're not quite there yet (but we are close).
• You have no experience in the SaaS space. Understanding SaaS dynamics is crucial for this role.
• You're uncomfortable with putting your sales hat on with prospects and growing customers. A key to success in this role will be your ability to assist in closing new business, as well as expanding current customers.

What tools will you use?

• You will be using JavaScript, Salesforce, Figma, Postman, VS Code, Github, and Front on a daily basis to support a wide range of activities from technical demonstrations to customer communication and project management.

In accordance with applicable law, the following represents Flatfile's reasonable estimate of the range of possible compensation for this role if hired in Colorado.

Salary: $120,000 - $165,000 annually

Variable: this role is eligible to contain a variable component

Equity: this role is eligible to participate in Flatfile's equity plan

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Reasons you'll love working here

Comprehensive health, vision, and dental insurance for you and your dependents

401k match. 100% matching for up to 3% and a 50% match for the next 2%

Equity options for all full-time employees

100% remote work environment

Flexible paid time off, with a recommended minimum of 3 weeks

$10,000 home office makeover with personal access to an interior designer

$150 per month toward cell phone and wifi

The best tools to do your work, including a Mac laptop and top-of-the-line hardware.

24/7 access to a Health Advocate & free annual membership to One Medical

12 weeks of paid family leave

And much more

Flatfile believes a diverse and inclusive environment is key to building a great company. As such, Flatfile is proud to be an Equal Opportunity Employer. We are committed to creating an environment that is welcoming for people from all walks of life; we do not discriminate based on race, color, gender identity, religion, sex, national origin, disability, veteran status, or any other characteristic protected by law. While we have more work to do to advance diversity and inclusion, we are invested in growth that empowers everyone to succeed.