Professional Services Engineer
Posted on 3/28/2023

501-1,000 employees

Conversational marketing & sales service platform
Salt Lake City, UT, USA • Tampa, FL, USA • Dorchester, Boston, MA, USA
Experience Level
  • Continue to master your knowledge of the Drift product and leverage this to figure out how to enable ongoing learnings for the entire organization
  • Have mastered Drift APIs and demonstrated competence in using them for bespoke solution design and implementation
  • Provide a strong perspective on the Drift customer experience and bring it to life through feedback to the team, customer communication, and internal partnerships
  • Be an active voice for the team advocating for what they need to do their jobs better
  • Contribute to training, on-boarding, and continued education for the Professional Services Engineering Team; specifically in regards to the more technical pieces of Drift (APIs, systems integrations, etc.)
  • Coach and develop the broader customer team on product knowledge and integrations as you see new use cases arise and design new / improve existing solutions
  • Enable the team and help them execute on projects that synthesize customer interactions and internal Drift processes to improve the customer experience
  • Identify and take on initiatives for team growth (both in terms of headcount as well as individual development) and customer experience
  • Work with your manager to identify a plan of continued growth
  • Minimum 2+ years of experience in a technical solutions/services engineering role, with a record of top performance in the B2B SaaS or Consulting space for Enterprise accounts/clients
  • You have a strong working knowledge of HTML, CSS, and JavaScript and are comfortable explaining and working with technical concepts like APIs, webhooks, OAuth, and cookie compliance
  • Programming/scripting experience & skill is required, as is some familiarity with AWS cloud stack
  • You have an understanding of continuous integration and deployment as well as version control (git) and the software development lifecycle
  • You are comfortable explaining technical concepts around APIs and how to utilize those concepts between applications
  • You are a strong leader that values the idea of both metrics and the intangibles of the customer experience; you are both a strategic planner and can be hands on
  • You have demonstrated project management experience & skills
  • You're passionate about technology and staying on top of ever changing industry trends
  • You're a team player across the Company. We are building a great Company and passionate about having people committed to making the Company successful. You are very comfortable asking for help and always ready to help others
  • Excited by change and can maintain order in a fast, fun and fascinating environment
  • Partner directly with our Drift customers, designing system integration and data flow strategies based on their Sales & Marketing tech stack
  • Work seamlessly with the Onboarding, Customer Support and Customer Success teams to ensure the technical needs of customers are met during onboarding in line with their goals and KPIs
  • Develop a solid understanding of your customers' marketing and sales tech stacks, including the information that flows through it to be pushed into and pulled out of Drift to drive accurate attribution
  • Partner closely with the platform development team in leveraging our API to solve customer problems through building bespoke solutions as needed
  • Work closely with the product and engineering team to influence new product features and capabilities based on customer feedback
  • Contribute to developing processes and practices for future Professional Service team members
Desired Qualifications
  • You have a technical understanding of systems for which you've consulted on or built custom solutions. if those systems are Salesforce and marketing automation systems including Marketo and Hubspot, etc