Solutions Engineer

About SoundStack

SoundStack is the audio-as-a-service (AaaS) company for every kind of digital audio business – podcasters, digital broadcasters, platforms, advertisers, and more. Giving those businesses equal access to big tech that’s easy-to-use, and the ability to connect with any provider across the market, SoundStack makes audio creation, delivery, monetization, and analysis simple and effective for everyone.

Overview 

To keep building on our success, we're looking for a Solutions Engineer to join our growing team! A Solutions Engineer is responsible for the technical success of our VIP partners on both the platform and marketplace areas of the SoundStack business. Each VIP partner is assigned a specific Solutions Engineer who is responsible for all things technical throughout the life of the partnership. This includes the partner deployment, continual customer maintenance, advanced technical requests, and new product feature requests.

The Solutions Engineer(s) works closely with the sales and enablement teams to ensure the success of both our Platform and Marketplace partners.

Core Job Responsibilities

• Ensures the technical success of all partners assigned to the Solutions Engineer throughout the life of the partnership;

• Maintains a dedicated ticket queue that is monitored by all Solutions Engineers throughout the day and ensures 100% SLA upkeep;

• Primary point of contact for technical items for our VIP partners;

• Setting up incoming deployments from a technical side for assigned VIP Partners;

• Keeping client documentation up to date for assigned partners;

• Provide relevant client updates to stakeholders;

• Solutions Engineers own the billing for their own clients, ensuring everyone is being billed and payments are being received. Monitoring client resources ensuring everything is healthy; 

• Monitoring or “watching” any Jira tickets involving the client that may be assigned to someone else;

• Providing VIP support via Phone and Email;

• Trains and mentors the SoundStack support team by creating training material and clear documentation;

• Periodic health checks with assigned clients;

• Lead technical side of partner meetings during post deployment phase;

• On call for escalations related to anything involving assigned partners/clients;

• Internal lead for all things related to specific assigned partners/clients.

If you believe that all podcast/broadcast businesses should have a fair opportunity to leverage technology that drives growth, and you’re eager to bring that mission to fruition alongside an experienced, super-fun team, this is for you.