Solutions Engineer (Product Expert) | Housing

About the role

You will own the technical discovery phase for new housing clients by conducting in-depth discovery sessions to capture product requirements and success criteria. You will serve as the primary representative for Support Engineers within your assigned product area, ensuring seamless alignment and collaboration across teams. You will develop and maintain roadmaps for self-serve launch tools and internal launch settings, including oversight of quality assurance processes and configuration standards. You will deliver in-depth technical support and guidance to prospects through product demonstrations, detailed presentations, and clear explanations of complex technical concepts. You will guide Customer Success Managers through every step of product implementations, acting as a strategic partner for training and escalation issue resolution. You will provide ongoing troubleshooting support for clients after launch, diagnosing and resolving issues within your product area quickly and effectively. You will achieve an in-depth understanding of how the product works to meet client needs, enabling comprehensive knowledge transfer and continuous support. You will attract and influence top-tier talent to join our driven team by showcasing the mission, impact, and collaborative culture at EliseAI.

Key facts

What you'll do

Conduct thorough discovery sessions with new clients to understand their product area and requirements in detail.

Act as the representative for Support Engineers within your product area, ensuring alignment, collaboration, and clear communication channels.

Develop and maintain roadmaps for self-serve launch tools and internal launch settings, including quality assurance processes and configuration standards.

Provide in-depth technical support and guidance to prospects, including product demonstrations, presentations, and explanations of complex technical concepts.

Guide Customer Success Managers through product implementations and act as a partner for training and escalation issues.

Provide troubleshooting support for clients post-launch, addressing and resolving any issues within your product area efficiently.

Gain an in-depth understanding of how the product works to meet client needs effectively, ensuring comprehensive knowledge transfer and support.

Attract top-tier talent to join our driven team by articulating the vision, mission, and impact of working at EliseAI.

Manage multiple priorities in a fast-paced environment while maintaining a high standard of quality and accuracy in all deliverables.

Collaborate closely with cross-functional teams, including engineering, operations, and product management, to align on goals and timelines.

Use strong communication skills to explain complex technical concepts to non-technical stakeholders clearly and confidently.

Leverage familiarity with customer relationship management (CRM) tools and support ticketing systems to track progress and resolve issues.

Develop and own tools, workflows, and documentation that enable efficient launch processes and high-quality client experiences.

Support the creation of scalable processes and best practices that can be reused across product lines and client engagements.

Participate in knowledge-sharing sessions and contribute to the continuous improvement of product understanding and support practices.

Requirements

You must have 3+ years of experience in a Solutions Engineer role at a SaaS company.

You must be willing to travel up to 20% to meet and engage with prospective clients in person.

You must have a strong understanding of product development and launch processes across the software lifecycle.

You must demonstrate excellent problem-solving skills and the ability to troubleshoot technical issues effectively.

You must have experience working with cross-functional teams, including engineering, operations, and product management.

You must possess strong communication skills to explain complex technical concepts to non-technical stakeholders clearly.

You must be familiar with customer relationship management (CRM) tools and support ticketing systems for managing interactions and data.

You must be able to manage multiple tasks and priorities simultaneously in a fast-paced, dynamic environment.

You must have experience with QA processes and developing self-serve tools, which is essential for maintaining quality and scalability.

You must be able to work independently with initiative and as part of a team, showing a proactive approach to problem-solving and support.

You must be willing to work in person at our office 4-5 days per week to support collaboration and team cohesion.

Practical notes

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