Solutions Support Engineer
About the role
Ridecell is hiring a Solutions Support Engineer to act as the primary point of contact for customers, guiding them through resolution and escalation processes, and collaborating across Support, Engineering, Product, and Customer Success to ensure successful delivery and customer satisfaction.
Responsibilities
- Lead technical integration projects with customer/prospective IT teams independently
- Provide on-site and/or remote pre/post deployment support
- Collaborate cross-functionally to meet customer requirements and drive satisfaction
- Triage, investigate, and resolve issues
- Work within customer IT and governance frameworks when setting up integrations, pilots and troubleshooting issues
- Develop product documentation knowledge base (investigation summaries, user guides, troubleshooting steps, training materials, FAQs)
- Participate in on-call rotations to respond to incidents and perform root cause analysis
- Travel to customer and prospect locations (up to ~10%)
- Present company capabilities at a strategic level and brainstorm potential solutions
- Setup pilots for customers
- Develop new tools for demos aligned to customer use cases
- Develop prototypes for integration with customers' existing infrastructure
Qualifications
- 2+ years of experience in solutions engineering, technical sales, technical support, consulting, or other customer-facing roles supporting sales of complex software/services to enterprises
- Experience with Python, Java, .Net or other OO language with willingness to learn Python a plus
- Exposure to site reliability issues in critical environments (root cause analysis, in-production troubleshooting, on-call)
- Ability to read database schemas and create/modify/optimize SQL queries
- Familiarity with development tools (GitHub, Linux commands, Jira)
- Experience with customer on-site work and use of Support ticketing tools (e.g., Zendesk)
- Strong technical aptitude and passion for learning new technologies
- Excellent customer service, communication, documentation, and problem-solving skills
- Fluent in French and English (oral and written); additional European languages a plus
- Willingness to travel up to ~10% of the time
Skills
About Ridecell
AI for Automotive Leasing and Mobility
Ridecell is leading the way in the digital transformation of fleet businesses and operations. Our Fleet Automation and Mobility solutions modernize and monetize fleets by combining data insights with digital vehicle control to turn today’s manual processes into automated workflows. The result is unmatched levels of efficiency and control for leasing, rental, government, commercial and shared fleets. Today Ridecell powers some of the most successful fleet businesses and the leading government fleets in cities across Europe and North America. Our customers and partners include: Penske - the largest truck fleet in America with 400,000 trucks Mobility fleets for Toyota, Ford, Daimler, BMW - - the largest OEMs in the world and BNP Paribas, Arval: 1,500,000 vehicles, the 2nd largest fleet in Europe And the largest government fleets in the world including San Francisco, New York City, the Belgian Government Our platform makes these businesses more intelligent, accessible, efficient and safer by connecting and automating the core technology pillars including vehicle technology like telematics, camera and ADAS system, and enterprise platforms including CRM, commerce and finance systems. Ridecell is headquartered in San Francisco, California with offices in Tokyo, Madrid, Paris, Bordeaux, Berlin and Pune, India.
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