Solutions Engineer, Platform Experiences

RokuUSA4w ago

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Job description

About the role

As a Solutions Engineer focused on Platform Experiences at Roku, you will play a pivotal role in shaping the user experience across our innovative streaming platform. This position requires a blend of technical acumen and customer engagement skills, as you will work closely with clients to understand their needs and provide tailored solutions that enhance their interaction with Roku's services. Your expertise will not only drive customer satisfaction but also contribute to the overall growth and success of our platform.

Key facts

Location: USA

Engagement: Full-time

Salary: Competitive, commensurate with experience

Visa: Sponsorship available for qualified candidates

What you'll do

Collaborate with cross-functional teams, including product management, engineering, and sales, to define and implement solutions that meet customer requirements.
Engage with clients to gather insights and feedback, ensuring that their needs are fully understood and addressed in the development of platform features.
Develop and deliver technical presentations and demonstrations that showcase the capabilities of Roku's platform, highlighting its benefits and value to potential clients.
Assist in the onboarding process for new customers, providing training and support to ensure a smooth transition to using Roku's services.
Troubleshoot and resolve technical issues that clients may encounter, acting as a liaison between the customer and internal engineering teams.
Create and maintain comprehensive documentation related to customer solutions, best practices, and technical specifications for internal and external use.
Participate in user testing and feedback sessions, gathering data to inform future product enhancements and improvements.
Stay up-to-date with industry trends and emerging technologies, leveraging this knowledge to provide innovative solutions and recommendations to clients.
Contribute to the development of internal tools and processes that improve efficiency and effectiveness in delivering customer solutions.
Foster strong relationships with clients, acting as their trusted advisor and advocate within Roku to ensure their ongoing satisfaction and success.
Analyze customer usage data to identify opportunities for upselling and cross-selling additional Roku services and features.
Work collaboratively with marketing teams to develop case studies and success stories that highlight the impact of Roku's solutions on customer businesses.

Requirements

Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
A minimum of 3 years of experience in a solutions engineering or technical support role, preferably within the technology or streaming industry.
Strong understanding of software development processes and methodologies, including Agile and DevOps practices.
Proficiency in programming languages such as JavaScript, Python, or Java, with the ability to write and debug code as needed.
Excellent communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical audiences.
Proven problem-solving skills, with a customer-centric approach to addressing challenges and delivering solutions.
Experience with cloud services and APIs, particularly in the context of media streaming or content delivery networks.

Nice to have

Familiarity with Roku's platform and ecosystem, including its SDKs and APIs.
Experience working with data analytics tools and methodologies to drive insights and improvements.
Knowledge of user experience (UX) design principles and best practices.
Previous experience in a customer-facing role within a SaaS or technology company.
Understanding of digital marketing strategies and how they relate to streaming services.

Skills & tools

Proficient in tools such as JIRA, Confluence, and Git for project management and collaboration.
Familiarity with cloud platforms like AWS, Google Cloud, or Azure.
Experience with data visualization tools such as Tableau or Power BI.
Strong skills in technical documentation and presentation software (e.g., Microsoft PowerPoint, Google Slides).

Practical notes

This position is based in Santa Monica, California, and may require occasional travel to meet with clients or attend industry events.
The role offers a competitive salary and benefits package, including health insurance, retirement plans, and opportunities for professional development.
Roku is committed to fostering an inclusive and diverse workplace, and we encourage applications from individuals of all backgrounds and experiences.