Solutions Support Engineer

Moving the world better – that’s the backbone of everything we do. At Ridecell, we pride ourselves on helping the largest fleets in the world digitally transform their business operations to achieve their goals, no matter how big or adventurous. Our fleet automation and mobility platform modernizes and monetizes fleets by combining real-time data insights with digital vehicle control that turns manual processes into automated workflows. Imagining a world where fleets fix and run themselves is no longer a concept – it’s a reality.

The results? Unmatched efficiency, unparalleled control, and complete transparency for shared services, motorpool, rental and logistic fleets who rely on vehicles and drivers to move their business forward.

As a Solutions Support Engineer, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools.

You will collaborate with other Support, Engineering, Product, and Customer Success team members. Our Solutions Support Engineers get involved in several activities within pre-sales, from launch solution architecting and working with customer IT teams to facilitate technical integrations, to post-launch support.  You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. Help connect product capabilities, customer processes, and contractual outcomes (savings, operational KPIs) by deeply understanding how customers use the platform day‑to‑day.

Responsibilities

As a key member of the Solutions Support team, independently lead work streams like technical integration projects with customer/prospective IT teams

Provide support on-site and/or remote pre and post deployment

Work effectively as a cross-functional team member between Sales, Product, Engineering, Launch, Customer Success, and Solutions Support to ensure successful delivery on customer requirements and ultimately high levels of customer satisfaction

Work closely with the sales team, to support pre-sales activities, including, customer demos and presentations highlighting our value proposition to help move opportunities through the sales funnel

Triage, investigate, and resolve issues

Work within customer IT and governance frameworks (security, data access, change management) when setting up integrations, pilots and troubleshooting issues.

Develop product documentation knowledge base including Investigation Summaries, User Guides, Troubleshooting Steps, Training Materials, and FAQs

Participate occasionally in on-call rotations to respond to incidents and perform root cause analysis to prevent future occurrences

Position will require travel to customer and prospect locations

Present the company's capabilities at a strategic level and be comfortable to brainstorm and discover potential solutions

Setup pilots for customers

Develop new tools for making demos more attractive and closer to customers' use cases

Develop prototypes for integration with customers' existing infrastructure

Requirements

Prior Experience

2+ years of experience in solutions engineering, technical sales, technical support, consulting, or other customer-facing experience supporting sales of complex software and/or services to enterprises

Experience using Python, Java, .Net, or experience with another object-oriented programming language with a willingness to learn Python is a plus

Exposure to site reliability issues in critical environments (issue root cause analysis, in-production troubleshooting, on-call rotations)

Ability to evaluate, troubleshoot, and follow up on customer issues as well as replica