Technical Outcomes Engineer, Appspace
Workspace management software
Open for applications
Workspace management software
201-500 employees
Open for applications
201-500 employees
Company mission
To help organizations connect their people, places, and spaces to create a workplace employees love.
Role
Who you are
- 3-5+ years of experience in a technical customer-facing role (e.g., technical account management, sales engineering, solutions consulting)
- Proven track record of successfully managing enterprise-level customer relationships and driving technical outcomes
- 3-5+ years of experience with SharePoint administration and PowerShell automation
- Deep understanding of SaaS technologies, architectures, and deployment models
- Strong knowledge of SharePoint administration, configuration, and security best practices
- Proficiency in PowerShell scripting for automation and management tasks
- Knowledge of Azure/GCP and good device management skills are highly desirable
- Excellent communication, presentation, and interpersonal skills, with the ability to build rapport with diverse technical and business audiences
- Strong problem-solving and analytical skills, with a proactive and solution-oriented mindset
- Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively
- Demonstrated leadership potential and ability to mentor and guide others
- Passion for customer care and a commitment to continuous learning and professional development
What the job involves
- The Technical Outcomes Consultant is a key role within the Customer Care team, responsible for ensuring that our enterprise-level customers achieve their desired business outcomes using our SaaS product
- This involves a deep understanding of the customer's business needs, technical expertise in our product and related technologies (SharePoint, PowerShell, Azure/GCP), and strong relationship management skills
- The Technical Outcomes Consultant will serve as a trusted advisor, guiding customers through the technical aspects of product implementation, adoption, troubleshooting or issues that arise and optimization
- They will also play a key role in mentoring and guiding other members of the Customer Care team and will be directly involved in troubleshooting and resolving technical issues for our most strategic accounts
- Develop a deep understanding of assigned customers' business objectives, technical environments, and success criteria
- Create and execute technical success plans that align with customer goals
- Proactively identify and mitigate technical risks and challenges that may hinder customer success
- Monitor and analyze customer product usage data to identify trends, areas for improvement, and opportunities for expansion
- Provide expert-level technical guidance and support to customers on our SaaS product, including integration with existing systems and workflows
- Troubleshoot complex technical issues, escalating to engineering when necessary, and ensuring timely resolution
- Develop and deliver technical training and documentation to customers, empowering them to effectively utilize our product
- Stay abreast of industry trends, emerging technologies, and best practices related to SaaS products and enterprise solutions, including Azure/GCP and device management
- Take ownership of critical technical issues and support tickets escalated by key strategic and enterprise-level customers
- Provide timely and effective resolution to technical problems, ensuring customer satisfaction and minimizing service disruptions
- Collaborate with other Customer Care team members and engineering to resolve complex issues and identify root causes
- Contribute to knowledge management by documenting solutions and troubleshooting guides for common problems
- Provide technical guidance and mentorship to other Customer Care team members, particularly Technical Support Engineers
- Assist in the training and development of team members on technical aspects of the product and troubleshooting techniques
- Contribute to process improvements within the Customer Care team, sharing knowledge and best practices
- Build and maintain strong relationships with key technical stakeholders within assigned customer accounts
- Communicate effectively with customers, both verbally and in writing, conveying technical information in a clear and concise manner
- Collaborate with internal teams (Sales, Customer Success, Engineering) to ensure alignment and provide a seamless customer experience
- Act as a customer advocate, providing feedback to product development teams based on customer needs and challenges
Our take
Founded back in 2002, Appspace has grown into something of a leader in the workplace experience field. What essentially started as an internal content management and digital signage toolkit has since expanded into an end-to-end workplace management platform that caters for both physical and digital co-working and communication.
The calibre of customers that Appspace serves says a lot about its status – Google, Meta, LinkedIn, Coca-Cola and Pfizer all use the platform. It’s to the company’s credit that it’s stayed abreast of changing needs in the workplace, and added to its product offering at opportune moments, either by developing its solutions or via strategic acquisitions.
Now that a blend of on-site, hybrid, and remote working is the norm, there’s a need for a single platform that ensures good employee (and customer) experiences, rather than companies using a host of distributed apps. It’s a need that Appspace is fulfilling well, as it continues to invest in product innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Company benefits
- Generous PTO
- Flexible work schedules
- Remote work opportunities
- Paid company holidays
- Appspace Quiet Fridays (No non-essential internal meetings scheduled)
- A casual dress work environment
Company HQ
Farmers Branch, TX
Leadership
Tony DiBenedetto
(CEO & Chairman)They have served as the CEO of Appspace since 2020. Alongside this, they are the Founder of Think Big For Kids. Previously, they were an Executive Entrepreneur in Residence at Tampa Bay Wave and CEO at Concerto Cloud Services and Tribridge.
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