Job Description

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
Responsibilities

• Oversee technical support’s investigation on customer issues and escalate with internal product development teams as needed to resolve product issues
• Create or update documentation on product knowledge and processes
• Deliver training to large audiences, on site or via remote sessions
• Develop a good understanding of assigned enterprise customers’ business such as how mobility is used by their business and their future strategy for mobility
• Create or update documentation related to assigned enterprise customers such as business profiles, QBRs and change management docs
• Provide consultancy and guidance on a pre-scheduled basis in collaboration with the customer or Support team
• Complete goals as part of the yearly performance review
• Continued learning of new products and technologies
• Act as a point of escalation and advocate for assigned enterprise customers
• Deliver any additional services that are part of Enterprise Service
• Alongside aligned engineers, to contribute towards a high quality of service for your Enterprise customers, resulting in a positive NPS experience
• Work towards the continued retention and growth of your Enterprise customers
• Willingness to travel (up to 50%) to local and international locations as required
• Identify opportunities to effectively leverage SOTI Software across customers’ different business units during customer engagements
• Accurate logging of work progress and time
• Perform discovery calls to assess Professional Services offerings and deliverables
• Ability to deliver all Professional Services offerings
• Assist onboarding of new hires as required
• Perform any additional assigned tasks
• Have experience handling 1-2 large/strategic Enterprise accounts important to SOTI within region
• Have experience with optimizing large environments and recommending best practices in order to achieve desired levels of performance and efficiency
• Oversee and lead the review and approve Discovery Calls and Statement of Works
• Ability to handle challenging/demanding Enterprise Service customers including consultation on any escalated issues
• Provide training, advice, guidance and feedback as needed to EMCs on Enterprise Service and Work Orders

Qualifications

• Minimum 6+ years in advanced technical positions (implementation specialist, technical support, solutions architect), direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
• Strong interest in mobility, solid understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple & Windows Operating Systems
• Excellent problem solving, problem resolution & analytical skills
• A quick learner with the ability to comprehend and explain complex technical concepts to a variety of audiences

Solid communication skills along with the ability to build and manage relationships with large enterprises

• Experience in technical documentation
• Ability to multitask and balance competing requirements
• Ability to train a variety of audiences on the use of SOTI software (in person or remotely)
• Excellent English verbal and written communication skills and fluency in any other languages are a plus
• Proactive and ability to work with minimal direct supervision
• Experience in MS SQL (scripting & administration)
• Robust understanding of Networking concepts and principles (incl. TCP/IP, certificates, SSL/TLS, firewalls & routing)
• Windows Server administration (LDAP/AD, services & troubleshooting)
• Excellent quality of work
• Ability to complete assigned tasks on time
• Display some Leadership characteristics or qualities including influence and courage
• Self-driven to work well independently or as a team

If you want to bring your ideas to life, apply at SOTI today.
Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.