At a Glance
- Tasks: Help accelerate sales by providing technical presentations and product demos to clients.
- Company: Join ITRS, a leading Enterprise SaaS provider in London's tech hub.
- Benefits: Enjoy health insurance, flexible working, and enhanced parental leave.
- Other info: Diverse culture focused on internal promotion and career growth.
- Why this job: Make an impact in a dynamic environment with top investment banks.
- Qualifications: 3+ years in Customer Solutions or Sales Engineering; APM experience preferred.
The predicted salary is between 36000 - 60000 £ per year.
Recognised as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are rapidly growing. Our headquarters are in Shoreditch - London's tech hub - with offices in other UK and global locations from the Netherlands to Manila, NYC and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.
ITRS are looking for an experienced Customer Solutions Engineer for the team. You will help accelerate our sales initiatives. Reporting to our Global Head of Customer Engineering as part of the Customer Solutions and Success team, you will live and work in the world between Sales, Marketing, Product and Engineering to help our Sales Executives meet annual sales targets. You will provide technical presentations and product demonstrations to prospective clients, leading technical workshops to help define requirements and implementing our solutions as part of Proof of Concepts.
As a Customer Solutions Engineer, you will:
- Achieve detailed understanding of all our products and technologies.
- Lead presentations, demonstrations and conversations with CXO-level and VP-level audiences within major enterprise accounts and prospects.
- Understand our client requirements, analyse and translate them into a practical solution.
- Assist the sales team throughout the entire sales cycle as a product and technology expert.
- Execute Proof of Concept to obtain client confidence and acceptance.
- Coordinate logistics across all partners.
- Provide professional responses to customer RFPs / RFIs.
- Position the technology against competitive offerings.
- Represent the products, company values and brand to customers and at field events such as conferences, seminars.
- Suggest creative alternatives to address or overcome technical challenges encountered in the sales case.
- Conduct Technical Account Management (TAM) activities for the key accounts.
- Travel regionally for client meetings, marketing events, proof of concepts.
Requirements:
- 3+ years of working experience as a Customer Solutions, Pre-Sales or Sales Engineering role.
- 1+ years of working experience in Application Performance Management (APM) and AIOps.
- Experience using or administering an APM tool like ITRS Geneos, ITRS OP5 Monitor, AppDynamics, Dynatrace or Nagios.
- Knowledge and experiences in Capacity Management, Digital Experience Monitoring, ELK, Cloud or Microservices domains will be an advantage.
- Experience in application support in Financial Market will be an advantage.
- Linux and Windows Administration knowledge or experience to perform software installations and technical issue troubleshooting.
- Programming and scripting experience i.e. Shell script, Python, Java.
- Basic network knowledge.
- Basic database knowledge and query languages.
- Well-spoken and business fluency in English. Speaking Mandarin and other Asian languages will be a benefit.
Benefits:
- Health Insurance and Dental Health Cover for you and your dependants.
- Employee Assistance Programme.
- Pension.
- Flexible Hybrid Working.
- Enhanced Parental Leave.
- Travel Insurance.
- Life Assurance.
- Income Protection.
ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business. We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.
Customer Solutions Engineer employer: ITRS
ITRS is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for a Senior Java Engineer to thrive. With a strong emphasis on personal growth, employees are encouraged to develop their skills while contributing to impactful projects in the dynamic environment of London. The hybrid work model not only promotes work-life balance but also allows for meaningful collaboration with talented colleagues, ensuring a rewarding career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solutions Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ITRS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ITRS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Solutions Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ITRS:Your cover letter is your chance to shine! Tell us why you want to work at ITRS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ITRS!
How to prepare for a job interview at ITRS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
