Title: Senior Associate Solutions Engineer

Location: Spain; Madrid or Barcelona

Experience: Associate (IC2)

Job Function: Solutions Engineering & Customer Success

Employment Type: Full-Time

Industry: Computer & Network Security

Job Summary

The Senior Associate Solutions Engineer will build on foundational skills by delivering increasingly sophisticated technical support and solutions to clients. Work closely with the sales team to customize solutions according to customer requirements, while beginning to forge stronger client relationships. 

In 2019, Keyfactor decided to widen its investment and acquired Redtrust, a Spanish company pioneer in the management of people's identity through the custody and management of digital certificates. Redtrust has a strong reputation for providing top-notch products and services in Spain. As a Senior Associate Solutions Engineer, you’ll support Sales Team, understanding customer needs and addressing the right solution to accomplish their business needs, from a technical point of view. You will be responsible for creating the product purchased by the customer and help to release to prod. You will help Customer Success Department in Customer Loyalty strategies, such as Webinars, trainings, and renewals. You will interface with support and engineering on various products. People who do well in this role are excited to work directly with customers, enjoy customer needs, and have excellent communication skills. Focused on Spanish market, you need to be fluent in Spanish, but nice to have if you speak Portuguese.

The position is based in Madrid or Barcelona office, we have hybrid work pattern with excellent flexible work policy. Applicants must be based in Spain and must hold valid Right to Work for Spain.

Job Responsibilities

• Provide advanced technical support and solutions to clients, demonstrating expertise in the product or service offerings. You will act as a technical resource, helping customers and Redtrust sales representatives answering technical questions
• Collaborate effectively with the sales team on business development, understanding and addressing customer needs and preferences, supporting upselling and cross-selling strategies by addressing technical concerns.
• Tailor solutions to meet specific customer requirements, ensuring high levels of satisfaction, acting as a trusted advisor by capturing business requirements and sharing them with the appropriate departments (Product, Sales, Marketing, Finance, etc.).
• Continuously enhance technical knowledge and skills to address increasingly complex challenges and act as technical master in Customer Success department.
• Serve as the primary point of contact (SPOC) for clients during the onboarding process, ensuring a smooth experience and high levels of satisfaction.
• Maintain high levels of customer satisfaction and accomplish customer experience levels
• Collaborate in Customer Success department in customer loyalty strategies, such as Webinars and trainings.
• Understand and analyze customer needs. 
• Support sales processes through various tasks and activities, developing a strong foundational understanding of the product and its applications.

Minimum Qualifications, Education, and Skills

• Bachelor's degree or equivalent experience.
• Demonstrable experience in a similar role, ideally providing B2B support
• Demonstrated ability to deliver technical support and solutions to clients.
• Some experience in collaborating with sales teams and tailoring solutions to customer needs.
• Proficiency in delivering technical support and solutions to clients, ensuring efficient problem resolution and aligning customer needs with the right product portfolio.
• Collaboration skills to work effectively with sales teams and customize solutions.
• Initiative to continuously improve technical knowledge and skills, and internal processes, actively contributing ideas for optimization.
• Analytical and creative abilities to assess customer needs and tailor solutions accordingly.
• Excellent interpersonal skills, including ability to explain and communicate ideas, often in a persuasive manner, to build trusted relationships with customers
• You have strength in multi-tasking, prioritization, attention to detail and organization
• Good knowledge of Windows operating system, at an administrator level, in both server and workstation environments
• Good knowledge of virtualization environments, like VMWare, HyperV, MS Azure.
• Some knowledge in ticketing tools (Jira is a plus!)
• Good level in English