Senior Solutions Engineer

About Us

AptEdge delivers Agentic Technical Support for B2B Enterprises. Our AI-powered Answer Engine, unlike traditional search engines, utilizes natural language processing to provide contextually relevant and accurate answers to customer inquiries. This empowers support teams to resolve complex software issues with lightning-fast accuracy, reducing escalations and improving customer satisfaction and retention.

Our team comprises technology leaders with decades of experience solving pressing enterprise problems at companies like AppDynamics, Salesforce, Okta, and Splunk. We are backed by top Silicon Valley investors, including Unusual Ventures, National Grid Ventures, Stage 2, Counterpart Ventures, and various Angels and operators at leading firms. With many satisfied customers and rapid growth, we foster a culture of autonomy, empathy, and experimentation with new ideas, prioritizing clear, direct communication to respect everyone's time.

About the Role

Senior

What you’ll be doing

• Provide advanced technical support to customers, ensuring timely resolution of issues and maintaining high levels of customer satisfaction. 
• Troubleshoot and diagnose technical problems, offering effective solutions and workarounds.
• Collaborate with engineering and product development teams to escalate and resolve complex technical issues.

• Build and maintain strong relationships with customers, acting as their trusted technical advisor.
• Assist customers in the implementation and integration of our solutions within their existing systems.
• Contribute to the development and maintenance of a knowledge base for internal and external use. 
• Work closely with sales, product management, and engineering teams to provide customer feedback and inform product development. 

Qualifications

• 5+ years of experience in a technical support or solutions engineering role in the software or technology industry.
• Bachelor’s degree in Computer Science, Engineering, Information Technology, a related field or equivalent experience.
• Professional experience working with JavaScript, or Typescript.
• Professional experience working with Python.
• Professional experience working with public clouds such as GCP (preferred), Azure, AWS, etc.
• Strong understanding of networking, databases such as Postgres (preferred), and system integration. 
• Proficiency in integrating SaaS solutions and working with APIs
• Experience with troubleshooting and problem-solving in a complex technical environment.
• Customer-oriented mindset with a passion for helping customers succeed. 
• Strong analytical and problem-solving abilities. 
• Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.