Workspot, Inc. Client Services Engineer Remote · Full time Company website

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About Us: 

Workspot is a SaaS platform that seamlessly delivers Windows 10/11 desktops, apps, and GPU workstations to any device, anywhere. It operates using cloud-native technology and is ready for enterprise deployment, supporting secure delivery via both public and private Clouds. Workspot strategically places Windows 10 desktops and workstations at the edge of the nearest cloud region, resulting in superior performance compared to traditional PCs. 

Position Overview: 

As a Client Services Engineer, you will embody a strong technical aptitude, a deep understanding of our product and features, and a passion for delivering an exceptional customer experience. Your focus will be on driving value to our customers at every interaction, improving their experience, promoting product expansion, and helping to drive the growth of our company. 

In this customer-centric role, you will become a trusted advisor, where you will fully understand the customer's business, pain points, needs, and objectives. By maintaining a deep and broad understanding of our products and features, you will guide customers on how best to utilize them in alignment with their business objectives. You will become the customer's go-to expert for all technical aspects of our product. With your guidance, you will help customers maximize the value they derive from our product, improving their operational efficiency, productivity, and overall success. Building on this trust, you will foster stronger, long-lasting relationships, ultimately driving customer loyalty and advocacy for our brand. 

Beyond fostering customer satisfaction and product usage, you will coordinate with the Strategic Account Manager (SAM) to identify expansion opportunities within our existing customer base, driving business growth while further cementing our customer relationships. 

Key Responsibilities: 

• Strategic Technical Collaboration: Partnering with Principal Architect(s) and executing technical strategies that enhance customer experience and retention. This involves the meticulous design and implementation of customer service policies, standards, and procedures specifically tailored to the technical aspects of the Workspot VDI Platform. 
• Technical Relationship Management: Building and nurturing robust, engaging relationships with customers, serving as the main technical contact for all details related to the Workspot VDI Platform. This includes understanding their technical requirements and ensuring alignment with public, private, or hybrid implementations. 
• Technical Value Communication: Ensuring that customers fully comprehend and leverage the technical value embedded in all Workspot products and features. This requires a deep understanding of the technology, including its architecture, security protocols, integration capabilities, and customization options. 
• Ongoing Technical Engagement: Meeting with customers regularly to stay attuned to their business needs, technical challenges, and usage of our products. This involves providing expert guidance on implementation, optimization, and troubleshooting tailored to their specific cloud environment. 
• Technical Reporting and Insights: Providing senior management with comprehensive technical reports and insights regarding customer behavior, expectations, and engagement levels. This includes a detailed analysis of system performance, utilization, and areas for improvement. 
• Customized Technical Solutions: Identifying unique customer needs and crafting tailored technical solutions that enhance their experience and satisfaction with the Workspot VDI Platform. This may include custom integrations, performance tuning, or specific cloud deployment strategies. 
• Feedback-Driven Technical Improvements: Systematically gathering and analyzing customer feedback to understand their technical experience and expectations. Collaborating with different teams such as Product, Sales, or Support to translate these insights into tangible technical enhancements to products and services. 
• Technical Support and Troubleshooting: Providing timely and expert technical support to customers, diagnosing, and resolving complex issues related to the Workspot VDI Platform. This includes creating and maintaining technical documentation, guides, and best practices. 
• Cross-Functional Technical Liaison: Acting as a bridge between customers and internal technical teams, ensuring seamless communication and collaboration. This involves translating customer needs into technical requirements and working closely with Product, Engineering teams to deliver on those needs. 
• Compliance and Security Assurance: Ensuring that all technical interactions and implementations adhere to industry standards, regulations, and best practices for security and compliance. This includes regular audits, assessments, and continuous monitoring of the Workspot VDI Platform. 
• Technical Education and Enablement: Creating and delivering technical training, webinars, and materials to customers, empowering them to maximize the benefits of the Workspot VDI Platform. This includes informing customers about updates, new features, and best practices. 

Qualifications: 

• Educational Excellence: A Bachelor's degree in Computer Science, Information Systems, or a related field and years of experience reflecting a solid foundation in technical principles and methodologies. 
• Professional Expertise: At least 5+ years of experience in a similar role within a SaaS company, specifically focusing on End-User Computing (EUC) and Virtual Desktop Infrastructure (VDI). This experience should demonstrate a deep understanding of cloud computing, virtualization technologies, and enterprise-level solutions. 
• Communication Mastery: Outstanding communication and interpersonal skills, with the ability to articulate complex technical concepts to diverse audiences. This includes the capacity to build strong internal and customer relationships, fostering trust and collaboration. 
• Strategic and Tactical Agility: The ability to operate both strategically and tactically in a high-energy, fast-paced environment. This requires a balance of long-term visioning and agility to respond to immediate technical challenges and opportunities. 
• Technical Proficiency: Hands-on experience with cloud platforms, virtualization technologies, networking protocols, and security best practices. Familiarity with tools and frameworks relevant to the implementation and support of the Workspot VDI Platform. 
• Customer-Centric Approach: A demonstrated commitment to customer success, with the ability to understand customer needs, anticipate challenges, and provide tailored technical solutions. 
• Collaborative Spirit: Proven ability to work effectively with cross-functional technical teams, including Development, Product Management, Support, and Sales. This includes facilitating seamless collaboration and alignment on technical initiatives. 
• Problem-Solving Acumen: Strong analytical and problem-solving skills, with the ability to diagnose complex technical issues and devise innovative solutions. 
• Adaptability and Continuous Learning: A willingness to adapt to evolving technologies, industry trends, and customer needs. Commitment to continuous learning, professional development, and staying abreast of the latest advancements in EUC and VDI. 
• Alignment with Organizational Values: A strong fit with the company's mission, culture, and values, with a dedication to upholding and promoting these principles in all technical interactions and decisions. 

Benefits: 

We offer a competitive compensation and benefits package, a collaborative work environment, and opportunities for professional growth. 

Workspot, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.