Technical Solution Specialist

SightCall

Demanding global companies such as Whirlpool, Ford, GE Healthcare, Nespresso, Allianz, and Miele, build their vision-enhanced workflows for healthcare, field service, customer experience, insurance, and financial services use-cases on SightCall’s Visual Engagement Platform. SightCall blends digital and physical worlds into real-time collaborative environment where representatives can see what their customers see and can help them remotely in real-time. SightCall’s platform provides a complete set of out-of-the-box features, integrations, APIs, and SDKs. The company works closely with CX Vendors like Nice, Genesys, Five9 and SaaS vendors like Salesforce, ServiceNow and Corelogic.

SightCall is the leader in AR & AI powered self-guided & human-guided visual assistance for global enterprises. Created in 2008, we have +250 Enterprise Clients and deliver solutions across the globe (+100 countries).

The role:

The Technical Solutions Specialist is responsible for providing advanced technical expertise and support to customers during deployment and integration of products and services. This role involves developing and implementing custom scripts, performing software development tasks, and ensuring seamless integration and deployment processes. Additionally, the Technical Solutions Specialist will serve as the escalation point for Sales Engineers (SEs) during pre-sales and Customer Success Managers (CSMs) during post-sales.

The position can be located in the San Francisco Bay Area, with offices in Redwood City, offering a hybrid work arrangement. Alternatively, it can be based in Boston, where the role would be fully remote.

Key Responsibilities:

• Technical Support and Consultation:Provide technical support and consultation to customers during the deployment and integration phases.
• Understand customer requirements and develop solutions to meet their specific needs.
• Act as a technical escalation point for complex issues and ensure timely resolution.
• Software Development and Scripting:Write and maintain custom scripts to automate deployment, integration, and other technical processes.
• Develop and implement software solutions to support customer-specific requirements.
• Collaborate with the product development team to ensure compatibility and integration of custom solutions.
• Customer Deployments and Integrations:Lead customer deployment and integration projects, ensuring successful implementation of products and services.
• Work closely with customers to understand their technical environments and requirements.
• Provide hands-on assistance during the deployment process, including installation, configuration, and testing.
• Technical Documentation:Create and maintain technical documentation, including deployment guides, integration manuals, and troubleshooting guides.
• Ensure documentation is up-to-date and accessible to both internal teams and customers.
• Collaboration and Communication:Collaborate with sales, customer success, and product development teams to ensure alignment on customer needs and solutions.
• Communicate effectively with customers to understand their technical challenges and provide appropriate solutions.
• Conduct technical training sessions and workshops for customers and internal teams.
• Escalation Point:Serve as the escalation point for Sales Engineers (SEs) during pre-sales and Customer Success Managers (CSMs) during post-sales.
• Resolve complex customer issues and ensure prompt and satisfactory resolution.
• Continuous Improvement:Identify opportunities for process improvements and automation to enhance deployment and integration efficiency.
• Stay up-to-date with industry trends, emerging technologies, and best practices in software development and integration.
• Provide feedback to the product development team to improve product features and functionality.

Pre-Sale/Implementation 45% - Post-sales 45% - Always-on 10%

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Experience of more than 5 years (ideally 7-10 years).
• Proven experience in a technical support or solutions engineering role.
• Strong scripting and software development skills (e.g., Python, JavaScript, Shell scripting).
• Experience with deployment and integration processes and tools.
• Excellent problem-solving and analytical skills.
• Ability to work independently and manage multiple projects simultaneously.
• Strong communication and interpersonal skills.

Desired Skills:

• Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Knowledge of networking, databases, and system administration.
• Experience and Familiarity with AI models and associated APIs.
• Ability to understand and articulate complex technical concepts to non-technical audiences.
• Customer-focused mindset with a passion for delivering high-quality solutions.

We provide a competitive salary, comprehensive benefits, a 401(k) plan, and stock options.