Technical Customer & Sales Engineer

What will you do

Customer Support

You make sure customer issues get solved, quickly and without the customer having to chase anyone.

• Triage incoming customer issues and take the work off their hands: short lines, quick action.
• Be the primary technical contact after deployment: the person customers call first, because you get things done.
• Take ownership of customer issues from the first report to the final solution, and don't let go until it's solved.
• Troubleshoot hardware, software, configuration and integration issues with a diagnostic mindset and a practical approach.
• Keep support tickets moving with timely, proactive follow-up.
• Manage and coordinate RMA activities and repair workflows, so customers are back up and running fast.
• Communicate clearly and proactively with customers about progress and next steps. No surprises.
• Team up with Product, Engineering, QA and Operations, and escalate where it counts to get issues resolved.
• Document solutions and help build our customer-facing knowledge base, so the next customer finds the answer even faster.
• Spot recurring issues and give structured feedback to internal teams, so you directly influence how our products get better.
• Join technical discovery conversations with prospective customers.
• Uncover customer requirements, use cases and application needs.
• Demonstrate Sorama solutions in customer meetings, workshops and at events, and build the demo set-ups yourself.
• Support customer trials, pilots and proof-of-concept activities, from set-up on location to the end result.
• Translate customer applications into technical solution requirements.
• Assess technical feasibility and implementation considerations, always thinking one step ahead.
• Help Sales create technically sound solution proposals that customers can trust.
• Bring your technical expertise into the sales process, in close collaboration with Sales and Product.

Sales Engineering

You help customers see how Sorama's technology solves their challenges, and you make that technology tangible.

• Join technical discovery conversations with prospective customers.
• Uncover customer requirements, use cases and application needs.
• Demonstrate Sorama solutions in customer meetings, workshops and at events, and build the demo set-ups yourself.
• Support customer trials, pilots and proof-of-concept activities, from set-up on location to the end result.
• Translate customer applications into technical solution requirements.
• Assess technical feasibility and implementation considerations, always thinking one step ahead.
• Help Sales create technically sound solution proposals that customers can trust.
• Bring your technical expertise into the sales process, in close collaboration with Sales and Product.

Technical Project Support

You help customers successfully implement and adopt Sorama solutions, from the first installation to a system that simply works.

• Play an active role in customer implementation projects, pilots and proof-of-concept programs.
• Configure, test and deploy systems, support acceptance activities and install equipment on location.
• Be the link between customers and internal stakeholders, keeping all technical activities on track.
• Spot and resolve technical risks and implementation challenges early.
• Maintain project-related technical documentation and configuration records.
• Support validation and commissioning activities where required.
• Ensure a smooth transition from implementation to ongoing customer support, so customers are well taken care of from day one.
• Capture customer feedback and lessons learned, and turn them into improvements.