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Solutions & Support Engineer

Remote | Full-Time
Competitive salary based on experience
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Job Description:

The Solutions & Support Engineer is a strategic technology and customer experience executive responsible for leading the full lifecycle of technical engagement at Smart Panda Tools — from pre-sales solution design through onboarding, enablement, and long-term support. This role serves as the connective tissue between customers, Product, Engineering, and Revenue organizations, ensuring our solutions are clearly understood, successfully adopted, and continuously delivering measurable value.

As a member of the leadership team, the director will build and scale high-performing Solutions Engineering, Support Engineering, and Customer Enablement functions. They will develop strategies that improve win rates during evaluation cycles, accelerate time-to-value through onboarding, and increase customer satisfaction and retention through proactive support and operational excellence.

Success in this role requires a combination of customer empathy, technical credibility, and organizational leadership. The ideal candidate brings executive presence, strong decision-making skills, and a passion for advancing the future of higher education through exceptional customer experiences and product advocacy.

Why Join Us?

  • We are growing rapidly and transforming the future of higher education
  • We thrive to deliver customer success through technical strategy
  • You will work closely with our entire team and client stakeholders all working in concert to deliver student success
  • Our mission is to deliver meaningful solutions to solve challenges with scalable technology

Key Responsibilities:

Solution Engineering: Pre-sales and Onboarding

  • Lead customer and employee onboarding programs to accelerate time-to-value and confidence in the product
  • Drive project management excellence across customer engagements, ensuring timely and successful delivery
  • Serve as the primary technical liaison between Product/Engineering and prospects/customers to ensure solution alignment and feature clarity
  • Oversee trial success management, optimizing evaluation experiences to increase conversion and adoption
  • Deliver compelling, value-focused technical demonstrations tailored to customer use cases and business outcomes
  • Act as the go-to product authority, translating complex capabilities into customer-driven value propositions
  • Manage and respond to RFPs/RFIs, ensuring strategic positioning and technical accuracy
  • Lead the completion and governance of security questionnaires and compliance documentation to accelerate procurement and trust

Support Engineer: Setting up this department

  • Diagnose, troubleshoot, and drive resolution of complex customer-reported issues with urgency and precision
    Lead triage management and prioritization, ensuring the right resources focus on the highest-impact issues
  • Deliver proactive customer enablement and strategic guidance to improve adoption and prevent future issues
  • Monitor system health and service performance to maintain uptime and ensure early detection of risks
  • Own escalation leadership, coordinating cross-functional teams and communication paths through resolution
  • Identify recurring problems and champion long-term engineered solutions, including automation and product enhancements
  • Act as a ticket operations owner, improving workflows, transparency, and response efficiency across support channels
  • Develop and maintain documentation, including online user manuals and knowledge bases, enabling customer self-service
  • Establish, track, and optimize SLA performance to maintain reliability and continuously improve customer satisfaction

Capabilities and Attributes:

    • Strong problem-solving skills across frontend and backend development

    • Ability to collaborate effectively with cross-functional teams

    • Comfortable working independently and delivering solutions end-to-end

    • Continuous learning mindset and attention to quality and maintainability

Requirements:

  • 7+ years in EdTech
  • Strong understanding of SaaS architectures (cloud-based, multi-tenant)
  • Experience with APIs, integrations, and data flows
  • Familiarity with identity and access management
    • SSO, SAML, OAuth, SCIM
  • Basic data skills: CSV imports, reporting, analytics, data privacy
  • Ability to run technical demos, proof of concepts, and trials
  • Knowledge of student data and compliance:
    • FERPA, GDPR, TX-RAMP
  • Proven ability to support enterprise or mid-market sales cycles
  • Strong discovery and qualification skills
  • Translate technical capabilities into educational outcomes
  • Comfortable handling technical objections and competitive comparisons
  • Experience responding to RFPs / RFIs