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Sales Support Engineer-EMEA

Company: Arcules
Location: Huntington
Posted on: June 23, 2022

Job Description:


Sales Support Engineer- EMEA


About the Company

Arcules is changing the video surveillance market and moving customers to a smarter, more reliable cloud-based solution. Our company is a technology spin out of Canon Inc. and has seed technology from the Milestone video surveillance division. We are targeting mid-market enterprises looking to interconnect their business locations. Our technology brings video and smart building elements together and our analytics help customers make more informed decisions. Our go-to-market strategy leverages systems integration companies to get our solutions to end customers.


Overview of the Job

Arcules is growing our Customer Experience Team and seeking a combination sales & support engineer. The ideal candidate works well in a dynamic team-oriented environment and is highly empathetic and customer focused. Our unique solution will exercise your ability to move customers' minds on how video surveillance can be a business tool. We are young and working to shape the market with a modern IT view.



We are looking for a technically skilled, customer-facing individual who will develop and position Arcules Video Software-as-a-Service (VSaaS) solution.


As this role is really a hybrid of sales and support engineering, product demonstrations, presentations, conference call discussions and issue resolution are a critical part of this position. This includes technical analysis and consultation to ensure Arcules cloud solutions will adequately meet customer needs.



During the opportunity qualifying process, confirm that products meet the prospect's requirements and assist sales in technical qualification. Throughout the proposal process, articulate and demonstrate Arcules solutions, influence customer's technical requirements, and position products relative to competition. Working closely with sales and customer care, you are responsible for all the technical aspects of the sale during the entire sales cycle as well as tier 1 and 2 issue investigation and resolution post-sale.


This position will be based in Europe, ideally in Denmark or the UK. Travel requirement within the region of up to 50% of the year.


The company offers a competitive salary and attractive employee benefits.


Responsibilities



  • Ensure every customer interaction is a satisfying experience through a professional and friendly attitude


  • Define product functional requirements based on customer needs and document specific configuration requirements


  • Conduct in-depth technical product demonstrations and presentations


  • Implement pilot and proof of concept installations


  • Provide presales technical knowledge in meetings


  • Responsible for RFP technical responses


  • Support the sales team at trade shows and exhibitions


  • Work with technical support during transition from pre-sales to post-sales implementation


  • Provide technical feedback to the Product Management team to drive continuous improvement and provide superior customer experience


  • Resolve customer requests, questions, and complaints effectively while analyzing situations to determine the best use of online or technical support resources


  • Develop strong relationships with customers and technology partners


  • Serve as a consistent liaison between the customer and the Customer Care team


  • Track all activities and interactions within the company CRM


  • Resolve customer requests, questions, and complaints effectively while analyzing situations to determine the best use of online or technical support resources


  • Confirm that delivered solutions are documented as knowledge base articles to help make the team successful



    Minimum Qualifications



  • 5+ years sales engineering or customer-facing experience in Customer Solutions, IT, Physical Security or SaaS


  • Advanced technical knowledge in the network discipline of Enterprise Physical Security and Cloud IoT solutions


  • In-depth knowledge of storage solutions such as NAS SAN etc.


  • In-depth knowledge of networking principles and the IP protocol


  • Experience with configuration and troubleshooting of Linux and Windows OS


  • Excellent knowledge of Linux and Windows operating systems


  • Bachelor's degree in technical / engineering discipline or equivalent experience


  • Fluency in English required, and multiple languages a plus.




    Skills/Training Desired



  • Knowledge of Docker and Kubernetes a plus


  • IT certifications such as MCSE, VCP or CCNA, CompTIA A+ a plus


    PI181881043

Keywords: Arcules, Springfield , Sales Support Engineer-EMEA, Other , Huntington, Massachusetts

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