Senior Services Engineer

Job Overview

This role supports sustained customer success and growth through the post-sales lifecycle by delivering training, professional services, technical support, contract renewals, outcome achievement, retention, expansion, and customer advocacy, all with a focus on digital technologies. While some autonomy is granted, the primary emphasis is on the accurate execution of functional activities following established procedures.

Key Duties and Responsibilities

• Ensure project delivery meets high-quality standards to maximize customer satisfaction; promptly address any client concerns or issues.
• Implement application installations, configurations, customizations, and upgrades related to APM solutions in alignment with customer needs and technical specifications; provide ongoing technical support.
• Adapt and tailor standard system architectures to satisfy specific customer requirements; create technical design specifications that leverage product capabilities to promote standardization, reduce custom coding, and encourage reuse of existing solutions.
• Develop detailed work breakdown structures and accurately estimate the effort required for common technical tasks.
• Collaborate with stakeholders to understand business processes, collect functional requirements and document them systematically.
• Partner with Project Managers and Services Consultants to identify, scope, and manage application change requests while complying with change management policies.
• Engage cross-functionally with product development teams, commercial departments, customers, solution providers, and other stakeholders as needed.
• Participate actively throughout the entire project lifecycle, contributing to design and feature decisions to ensure budget, schedule, and client requirements are met.

Essential Qualifications and Experience

• Bachelor’s degree or equivalent (such as High School Diploma/GED with 3+ years of progressive software services experience).
• At least 6 years of experience in client-facing consulting roles focused on technical configuration including databases, .NET development, and software implementation.
• Strong expertise in software analysis, design, architecture, and methodologies.
• Proficient in software development using Microsoft Visual Studio and related development tools.
• Solid experience with SQL and Oracle databases, including use of DDL, DML commands, and stored procedures.
• Experience with basic database administration tasks such as backup and restoration for SQL and Oracle.
• Familiarity with delivery methodologies such as Iterative, Waterfall, and Agile, applying these on assigned projects.
• Strong verbal and written communication skills in English.
• Ability to lead small project teams (1-3 members) towards achieving technical objectives.
• Knowledge of Lean methodologies.
• Willingness to travel when necessary to engage directly with customers.

Preferred Attributes

• Proven adaptability in learning new software development tools, languages, and best practices.
• Experience with SQL Server Reporting Services and SQL Server Analysis Services is advantageous.
• Holding AWS Certified Cloud Practitioner certification is a plus.
• Familiarity with Enterprise Asset Management (EAM) systems like SAP, Maximo, or Oracle EAM is beneficial.
• Ability to communicate effectively both verbally and in writing, fostering teamwork and supporting project execution.
• Strong analytical and complex problem-solving skills.
• Capable of working independently and collaboratively within a team.
• Demonstrates excellent client relations by understanding customer needs and offering client-centric solutions.
• Approaches problem-solving with thorough analysis, clarifying ambiguities before implementing clear and concise solutions.
• Respects organizational ethics and culture, leads contractors professionally, and mentors junior staff with humility.

Additional Information

Relocation assistance is available for the right candidate.