Solutions Support Engineer

About the role

Skills: Python, SQL

Moving the world better – that’s the backbone of everything we do. At Ridecell, we pride ourselves on helping the largest fleets in the world digitally transform their business operations to achieve their goals, no matter how big or adventurous. Our fleet automation and mobility platform modernizes and monetizes fleets by combining real-time data insights with digital vehicle control that turns manual processes into automated workflows. Imagining a world where fleets fix and run themselves is no longer a concept – it’s a reality. The results? Unmatched efficiency, unparalleled control, and complete transparency for shared services, motorpool, rental and logistic fleets who rely on vehicles and drivers to move their business forward. Today, Ridecell powers some of the most successful fleets across Europe and North America including Gig Car Share from AAA, Arval and KINTO Share by Toyota Sweden. Headquartered in San Francisco, California, with offices in Madrid, Paris, Berlin and Pune, India, Ridecell builds the technologies and solutions that unlock the full power of fleets. To learn more about our suite of solutions, visit https://ridecell.com/solutions/.

As a Solutions Support Engineer, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools. You will collaborate with other Support, Engineering, Product, and Customer Success team members. Our Solutions Support Engineers get involved in several activities within pre-sales, from launch solution architecting and working with customer IT teams to facilitate technical integrations, to post-launch support. You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs.

Responsibilities

As a key member of the Solutions Support team, independently lead work streams like technical integration projects with customer/prospective IT teams

Provide support on-site and/or remote pre and post deployment

Work effectively as a cross-functional team member between Sales, Product, Engineering, Launch, Customer Success, and Solutions Support to ensure successful delivery on customer requirements and ultimately high levels of customer satisfaction

Work closely with the sales team, to support pre-sales activities, including, customer demos and presentations highlighting our value proposition to help move opportunities through the sales funnel

Triage, investigate, and resolve issues

Develop product documentation knowledge base including Investigation Summaries, User Guides, Troubleshooting Steps, Training Materials, and FAQs

Position will require travel to customer and prospect locations

Present the company's capabilities at a strategic level and be comfortable to brainstorm and discover potential solutions

Setup pilots for customers

Develop new tools for making demos more attractive and closer to customers' use cases

Develop prototypes for integration with customers' existing infrastructure

Requirements

Prior Experience

2+ years of experience in solutions engineering, technical sales, technical support, consulting, or other customer-facing experience supporting sales of complex software and/or services to enterprises

Experience using Python, Java, .Net, or experience with another object-oriented programming language with a willingness to learn Python is a plus

Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation

Ability to create, modify, and optimize SQL queries to deliver enterprise-grade solutions

Familiarity and experience with development tools (Github, Linux commands, Jira, etc.)

Willingness to be occasionally hands-on (Telematics Hardware installation at the customer facility for POC, application testing, etc.)

Solid technical aptitude and a passion for learning new technologies, products, and methodologies

Personal Skills

Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious

Strong interpersonal skills for maintaining effective and courteous relationships with employees and business contacts

Experience communicating complex customer issues and use cases to development teams and non-technical stakeholders

Fluency in French and English, Spanish and English, or German and English - oral and written

Proven ability to document technical concepts

Excellent problem solver; able to prioritize and coordinate between multiple projects simultaneously

Passionate about delivering excellent customer service

Must be able to work effectively in a team environment as well as alone

Willingness to travel to a customer location, another office location, or an ancillary location to perform your job function up to 25% of the time

Preferred Experience

Familiarity with Sumo Logic, Agile development methodologies, and Postman is a bonus!

Familiarity with Zendesk, Confluence, PagerDuty, Slack, and similar tools

Demonstrates strong understanding of software development, system architecture, APIs, log analysis, error debugging, and integrations

Experience engaging with customers in a technical role throughout the full customer lifecycle, including pre-sales, onboarding, product launch, and technical support

Requirements for Hybrid Work Setup

Ability to Work at a Standard Computer Setup Candidates must be able to work at a standard computer workstation for up to 40 hours per week, with or without reasonable accommodations

Access to High-Speed Internet Candidates must have access to a reliable, high-speed internet connection to support seamless remote work and virtual collaboration

Dedicated Workspace When working remotely, candidates must have an appropriate, distraction-free workspace within their residence to ensure productivity and professionalism

Location

Bordeaux, France

Preferred Industry Background

Fleet Management Leasing and Asset Management Software Platform Solutions Enterprise Software Connected Car Services Mobility Services Location-Based Services/Mapping

Our Commitment To Inclusion & Belonging

Ridecell is not only committed to building our own diverse and inclusive company, we celebrate our differences and actively work with all Ridezillas in achieving their career ambitions in the broader ecosystem. We are an equal opportunity employer and encourage all applicants to apply, no matter your race, religion, sex, national origin, sexual orientation, age, disability, gender identity, or gender expression. If we can do anything to improve your application and interview process, please let us know!