Solutions Engineer

2 weeks ago

United Kingdom Impero Software Limited Full time

About Impero:

At Impero, we’re more than just a software company. We come to work each morning knowing that we are creating the best technology solutionsdesigned specifically to keeppeople, devices and the connections between them safe and effective.

In our digital world, secure connections are fundamental to effective education and a productive workforce.In the classroom, in an office, in a hospital or in any remote environment, ourusers count onImperoto make millions of swift, secure and seamless connections every day.

Since 2002, Impero has worked with schools and organisations across the globe. In 2021, Impero acquired Netop, a market-leading classroom management and remote access software company, as well as ContentKeeper, a global leader in web filtering for education. Today we work directly with technical teams, schools, MATs, and Fortune 500 companies in more than 90 countries.

Together, we’re developing a future where we can all be safe and productive online.

Role Responsibilities:

·

  • · To deploy Impero products in the EMEA (Europe Middle-East and Africa) market.

Sales

  • · Perform required sales engineering duties to meet company sales targets.
  • · Advise, coach, train, motivate both in-house and channel sales teams.
  • · Maximize the success of prospect evaluations and help facilitate product sales.
  • · Assist in the development and implementation of sales, support and marketing activities.
  • · To assist with Impero business throughout the EMEA as required.

Support

  • · Engage customers in a professional, courteous, honest manner.
  • · Assist Support Technicians and Engineers with the existing user base to ensure all customers are professionally serviced in a timely manner.


Solutions Engineering

  • · Achieve and maintain expert level knowledge of Impero products and services.
  • · Acquire the knowledge and expertise necessary to position Impero products against competitive products.
  • · Attend trade shows for the purpose of furthering sales.
  • · Support sales staff by providing technical information about the product.
  • · Facilitate product presentations.
  • · Acquire and maintain the networking/hardware knowledge necessary to implement Impero products in customer networks.
  • · Schedule and facilitate customer product evaluation/deployment process.
  • · Contribute and maintain the team evaluation/deployment process by updating required steps when necessary.
  • · Manage on-site evaluations/deployments when appropriate.
  • · Facilitate customer escalations while managing expectations to ensure evaluation/deployment success.
  • · Manage customer satisfaction.
  • · Monitor general support/engineering communications and assist Support and Engineering staff to ensure customer satisfaction.
  • · Take ownership of high priority and/or complex issues from Support Engineers.
  • · Engineering Project Management.
  • · Assist with product/process documentation.
  • · Assist writing technical and presentation documentation.
  • · Assist with product design and documentation.
  • · Manage customer issues/escalations.
  • · Actively monitor support tickets/POCs/deployments and provide proactive incident/issue response.
  • Miscellaneous Assigned Projects.
Required skills/experience/qualifications:

Professional Expectations

  • · Exceptional written and oral communication skills are essential, strong customer focus, and ability work with both technical and non-technical people (English)
  • · Follow the general operating procedures outlined in the “General Support Processes and Procedures” documentation.
  • · Proactively communicate ticket status to customers for all open issues.
  • · Maintain clear, concise and complete ticket documentation for customer requests.
  • · Know and follow company and department protocols at all times.
  • · Continuously develop product knowledge and applicable use in the industry.
  • · Know and maintain technical knowledge of products, services and technologies that the company supports.
  • · Know and maintain a professional knowledge of the Web Security market and competitive products.
  • · Provide management with frank and fearless advice and feedback.
  • · Other duties as directed.

Preferred Qualifications

  • ·3 years Educational (K-12) Information Technology background.
  • · Intermediate to expert level experience with Wireshark.
  • · Previous experience with Classroom Management products.
  • · Strong understanding of directory services (i.e. Active Directory, LDAP, Google Directory).
  • · Experience with MDM solutions (i.e. JAMF, Mosyle, Filewave, Meraki, Intune).
  • · Experience with Google Workspace.
  • · Hardware investigation and troubleshooting skills.
  • · Experience with datacentre infrastructure.

This is a full-time, permanent role and will predominantly be remote based however you will need to be based in the UK.

*** STRICTLY NO AGENCIES ***

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