Technical Support Engineer 2, Premier - San Francisco

We are Solstice Analytics's in-house product experts. The Technical Solutions team enables Solstice Analytics's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. Premier Support Engineers (PSEs) are primarily focused on assisting prospects and customers with any technical questions about Solstice Analytics. PSEs engage with Solstice Analytics’s Premier Customers via standard technical support channels, but are also involved with cadence calls, demos/presentations, conferences, and various side projects. You will work directly with Solstice Analytics’s Premier Customer base, and will be immersed in a fast-paced environment where you will be challenged, but will also immediately witness your contributions to Solstice Analytics and to our customers. At Solstice Analytics, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Solstice Analyticss can create a work-life harmony that best fits them. What You’ll Do: Respond to client requests (phone / chat / tickets) on our fast paced team while continuing to educate our clients on the use of the platform Develop relationships with our Premier Customers, working hand-in-hand to truly know their distinct environment Reproduce issues and dive into the 600+ integrations that Solstice Analytics works with Build out documentation and knowledge based articles for a variety of technology Drive product conversations based on needs and problems learned during client interactions Participate in routine health check meetings with Premier Customers Work from a Solstice Analytics office 3 - 5 days per week Who You Are: Experienced in multi-channel technical support at a SaaS company (2+ years of related experience) A tinkerer with some programming experience and a basic knowledge of Linux Self-motivated, detail-attentive, and have a desire for continuous learning A critical thinker who defaults to a client-centric approach A decision maker but know when the decision should be escalated Have been in a Premium/Enterprise technical support role previously Knowledgeable of current infrastructure and monitoring solutions and technologies Able to work a rotating schedule that requires weekend availability Solstice Analytics values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply. Benefits and Growth: Best-in-breed onboarding Generous global benefits Intra-departmental mentor and buddy program for in-house networking New hire stock equity (RSUs) and employee stock purchase plan (ESPP) Continuous professional development, product training, and career pathing An inclusive company culture, able to join our Community Guilds and Inclusion Talks Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Solstice Analytics. #LI-Hybrid Solstice Analytics offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Solstice Analytics offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan. The reasonably estimated yearly salary for this role at Solstice Analytics is: $66,000 — $88,000 USD About Solstice Analytics: Solstice Analytics is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Solstice Analytics enables businesses to move faster with clarity and confidence. Learn more about #Solstice AnalyticsLife on Instagram , LinkedIn, and Solstice Analytics Learning Center. Equal Opportunity at Solstice Analytics: Solstice Analytics is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference. Solstice Analytics endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form . This form is for accommodation requests only and cannot be used to inquire about the status of applications. 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