Director of Solutions Engineering, Pearl

• Technical Expertise: Strong background in AI, SaaS solutions, and technical product integration, with the ability to effectively communicate complex technical concepts to non-technical partners
• Partner Management: Proven experience managing relationships with channel partners and working with cross-functional teams to deliver results
• Problem Solving & Troubleshooting: Excellent analytical and problem-solving skills, with the ability to identify and resolve technical issues in a fast-paced environment
• Communication Skills: Strong written and verbal communication skills, with the ability to present technical information clearly to both technical and non-technical audiences
• Project Management: Strong project management skills with experience coordinating technical initiatives and ensuring deadlines are met
• Customer Focus: A customer-centric mindset with the ability to understand and address the unique needs of channel partners
• Collaboration: Ability to work effectively with engineering, product, technical support, and revenue operations teams to ensure seamless communication and alignment

Desirable

• The Director of Solutions Engineering will manage and oversee the teams responsible for all technical aspects of our post-sales technical relationships with customers and value-added named channel partners
• This individual will serve as the single point of contact for technical matters, ensuring that our customer and partners receive the support they need from engineering, technical support, product, and revenue operations teams
• By fostering strong relationships and providing a unified communication channel, the Director of Solutions Engineering will ensure that customers and partners can effectively integrate and that partners sell, and support our AI SaaS solutions, while also identifying opportunities to optimize our technical offerings to meet partner needs
• Primary ticket triage point between our customers and value-added channel partners and internal technical teams (Engineering, RevOps, Technical Support, and Product)
• Subject matter expert on all channel partner’s native solutions, technical support structures, and channel partner’s tech stack (CRM, Billing Systems, Support Ticketing Systems etc)
• Leading the team responsible for troubleshooting and technical support efforts for partners, working with relevant internal teams to resolve technical issues and provide solutions in a timely manner
• Help develop content and provide training to partners' technical support
• Manage the technical onboarding, installations and integration of customers and new channel partners, ensuring smooth deployment and adoption of our AI SaaS solutions including but not limited to SOPs and successful implementation of:
• Partner customer user account creation
• Standalone to native technical upgrade plan
• Billing system integration and reporting
• API integration and optimization
• Native product certification and QA testing
• Partner customer QA processes during customer onboarding
• AI, L, L2 technical support training and SOPs
• L3 escalation technical support training
• Escalation ticketing processes, tracking, & feedback loop
• Ongoing training and SOP modification as Pearl and Partner improves systems and processes
• Collaborate with engineering, product, and support teams to provide technical guidance, ensure accurate product information is shared with partners, and prioritize critical technical issues
• Collect technical feedback from channel partners, identify trends or recurring issues, and collaborate with internal teams to continuously improve the product and support processes
• Manage technical escalations, ensuring prompt resolution and maintaining strong, positive relationships with partners
• Track and report on technical performance metrics, including issue resolution times, partner satisfaction, and product adoption rates, and provide insights for continuous improvement