Pre-sales and Onboarding Support:
- Partner with Customer Success Managers and sales teams to understand customer needs and recommend solutions using internal documentation.
- Assist in conducting product demos and proof-of-concept (PoC) implementations to showcase value.
- Ensure smooth technical integration of client’s solutions during onboarding and deployment phases.
Product Customisation and Integration:
- Design and implement tailored technical solutions to address customer-specific requirements.
- Work closely with engineering teams to integrate client’s products with customer systems via protocols like HTTP APIs, SFTP, and others.
- Develop custom features, extensions or configurations to adapt cleint’s solution to our customers unique use cases.
Internal Advocacy and Collaboration:
- Act as the technical point of contact between the Customer Success Manager and client’s product and engineering teams.
- Advocate for product enhancements, feature requests, and resolution of recurring issues based on customer feedback.
- Contribute to refining internal processes for improved efficiency and better customers outcomes.
Documentation and Enablement:
- Create and maintain technical documentation, FAQs, and internal knowledge bases specific to client’s solution
- Develop and deliver training resources to enable Customer Success Managers and customers to maximise solution usage
Description
The IC, Customer Engineering at Tractable is essential in ensuring the seamless integration, deployment, and operation of our client’s AI-driven solutions with customer environments. Collaborating closely with the Customer Success Manager, this role requires deep technical expertise, advanced problem-solving skills, and cross-functional collaboration to deliver exceptional customer experiences and drive product adoption.
Education and Experience
- Bachelors Degree in Computer Science, Engineering, or a related field
- hands-on experience in technical roles such as solutions Engineering, Support Engineering, or Systems integration, ideally with AI or machine learning solutions
Skills and Behaviours
Proficiency in
- Programming Languages: Python, TypeScript
- Integration Protocols: HTTP APIs, SFTP
- Infrastructure: AWS Serverless Stack, Kubernetes, Kafka
- Strong debugging, troubleshooting, and root cause analysis capabilities.
- Familiarity with modern system architecture, cloud deployment strategies, and integration methodologies.
Collaboration and Communication:
- Proven ability to work effectively with Customer Success Managers, engineering, and sales teams.
- Capable of translating complex technical issues into clear, actionable solutions for non-technical stakeholders.
Problem-Solving Skills:
- Skilled in analysing technical challenges and designing customer-centric solutions.
- Comfortable managing multiple high-priority tasks in dynamic, high-pressure scenarios.
