Solutions Support Engineer

Moving the world better - that’s the backbone of everything we do. At Ridecell, we pride ourselves on helping the largest fleets in the world digitally transform their business operations to achieve their goals, no matter how big or adventurous. Our fleet automation and mobility platform modernizes and monetizes fleets by combining real-time data insights with digital vehicle control that turns manual processes into automated workflows. Imagining a world where fleets fix and run themselves is no longer a concept - it’s a reality.

The results? Unmatched efficiency, unparalleled control, and complete transparency for shared services, motorpool, rental and logistic fleets who rely on vehicles and drivers to move their business forward.

As a Solutions Support Engineer, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools.

You will collaborate with other Support, Engineering, Product, and Customer Success team members. Our Solutions Support Engineers get involved in several activities within pre-sales, from launch solution architecting and working with customer IT teams to facilitate technical integrations, to post-launch support. You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. Help connect product capabilities, customer processes, and contractual outcomes (savings, operational KPIs) by deeply understanding how customers use the platform day-to-day.

Responsibilities

• As a key member of the Solutions Support team, independently lead work streams like technical integration projects with customer/prospective IT teams
• Provide support on-site and/or remote pre and post deployment
• Work effectively as a cross-functional team member between Sales, Product, Engineering, Launch, Customer Success, and Solutions Support to ensure successful delivery on customer requirements and ultimately high levels of customer satisfaction
• Work closely with the sales team, to support pre-sales activities, including, customer demos and presentations highlighting our value proposition to help move opportunities through the sales funnel
• Triage, investigate, and resolve issues
• Work within customer IT and governance frameworks (security, data access, change management) when setting up integrations, pilots and troubleshooting issues.
• Develop product documentation knowledge base including Investigation Summaries, User Guides, Troubleshooting Steps, Training Materials, and FAQs
• Participate occasionally in on-call rotations to respond to incidents and perform root cause analysis to prevent future occurrences
• Position will require travel to customer and prospect locations
• Present the company's capabilities at a strategic level and be comfortable to brainstorm and discover potential solutions
• Setup pilots for customers
• Develop new tools for making demos more attractive and closer to customers' use cases
• Develop prototypes for integration with customers' existing infrastructure

Requirements

Prior Experience

• 2+ years of experience in solutions engineering, technical sales, technical support, consulting, or other customer-facing experience supporting sales of complex software and/or services to enterprises
• Experience using Python, Java, .Net, or experience with another object-oriented programming language with a willingness to learn Python is a plus
• Exposure to site reliability issues in critical environments (issue root cause analysis, in-production troubleshooting, on-call rotations)
• Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation
• Ability to read database schemas and create, modify, and optimize SQL queries to answer operational questions and deliver enterprise-grade solutions
• Familiarity and experience with development tools (Github, Linux commands, Jira, etc.)
• Experience working directly with customers on-site and familiarity with Support ticketing tools (e.g., Zendesk)
• Solid technical aptitude and a passion for learning new technologies, products, and methodologies

Personal Skills

• Excellent customer service skills - the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Strong interpersonal skills for maintaining effective and courteous relationships with employees and business contacts
• Experience communicating complex customer issues and use cases to development teams and non-technical stakeholders
• Proven ability to document technical concepts
• Excellent problem solver; able to prioritize and coordinate between multiple projects simultaneously
• Passionate about delivering excellent customer service
• Must be able to work effectively in a team environment as well as alone
• Willingness to be occasionally hands-on (Telematics Hardware installation at the customer facility for POC, application testing, etc.)
• Fluency in French and English required (oral and written); additional European languages are a strong plus
• Willingness to travel to a customer location, another office location, or an ancillary location to perform your job function up to ~10% of the time

Preferred Experience

• Familiarity with Sumo Logic, Agile development methodologies, and Postman is a bonus!
• Familiarity with Zendesk, Confluence, PagerDuty, Slack, and similar tools
• Demonstrates strong understanding of software development, system architecture, APIs, log analysis, error debugging, and integrations
• Experience engaging with customers in a technical role throughout the full customer lifecycle, including pre-sales, onboarding, product launch, and technical support

Location

Bordeaux, Nouvelle-Aquitaine, France or Paris, Île-de-France, France

Preferred Industry Background

• Fleet Management
• Leasing and Asset Management
• Enterprise Software / Software Platform Solutions
• Connected Car Services
• Mobility Services

Our Commitment to Inclusion & Belonging

Ridecell is not only committed to building our own diverse and inclusive company, we celebrate our differences and actively work with all Ridezillas in achieving their career ambitions in the broader ecosystem. We are an equal opportunity employer and encourage all applicants to apply, no matter your race, religion, sex, national origin, sexual orientation, age, disability, gender identity, or gender expression. If we can do anything to improve your application and interview process, please let us know!

To Recruitment Agencies

Ridecell does not accept unsolicited resumes. Please do not forward resumes to Ridecell employees. Ridecell is not responsible for any fees related to unsolicited resumes.