Customer Solutions Engineer I

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the design, scoping, estimation, and preparation for the delivery of Customer Solutions Engineering service opportunities.

• Create service estimates, project assumptions, risks, dependencies, exclusions, and pricing models.

• Aid in the development and review of Statements of Work, proposals, service descriptions, and documentation intended for customers.

• Collect, analyze, and structure business, technical, and operational requirements.

• Engage in customer discovery calls and discussions regarding requirements.

• Recognize information gaps, scope considerations, and possible delivery risks.

• Formulate structured solution recommendations for senior Solutioning review.

• Work in conjunction with Sales, Delivery, Product Management, PMO, Support, and subject matter experts.

• Organize stakeholder information and escalate any ambiguities and solution-related risks.

• Ensure proposed services align with delivery capabilities, solutioning standards, and operational processes.

• Facilitate handoff activities between the Solutioning team and PMO/Delivery teams.

• Maintain solutioning templates, estimation models, reusable content libraries, service catalogs, and service descriptions.

• Share lessons learned and best practices to enhance estimation accuracy and solution quality.

• Identify opportunities for standardization, automation, and repeatability.

• Establish working relationships with both internal and external stakeholders.

• Present solution concepts and recommendations to customers and partners, supported by senior team members.

• Record meeting outcomes, action items, assumptions, and decisions.

⛳️ Requirements

• Minimum of 2 years of experience in project management, professional services delivery/technical consulting, service operations, service catalog management, business analysis, or technical account management.

• At least 1 year of experience in a customer-facing role.

• Capability to manage multiple work items with competing priorities.

• Strong analytical and problem-solving abilities.

• Experience in gathering requirements and documenting business or technical needs.

• Ability to identify risks, assumptions, dependencies, exclusions, and open questions.

• Excellent written and verbal communication skills.

• Proficient stakeholder management and collaboration abilities.

• Familiarity with Microsoft Office and collaboration tools.

• Quick learner of new technologies and service offerings.

• Skill in synthesizing information from various sources into clear recommendations and actionable solution documentation.

• Ability to organize incomplete or ambiguous information and promote clarity through structured analysis.

• Experience in supporting software implementation, migration, upgrade, modernization, or consulting projects.

• Knowledge of project delivery methodologies.

• Experience in creating SOWs, proposals, implementation plans, service definitions, or customer-facing project documentation.

• Involvement in requirements gathering, discovery workshops, or scope-definition activities.

• Experience with enterprise software environments.

• Familiarity with infrastructure, systems administration, security, databases, monitoring, or application technologies.

• Preferred but not required: Mainframe experience with IBM Z, z/OS, mainframe operations, mainframe software, enterprise infrastructure platforms, or similar enterprise computing environments.

• Preferred but not required: Exposure to application modernization, security, performance, operations, monitoring, or storage practices within enterprise environments.

🏝️ Benefits

• Commitment to equal opportunity employment.

• Provision of reasonable accommodations for individuals with physical and mental disabilities.

• Conducting background and reference checks as part of the hiring process.

• Utilization of AI-powered tools and technologies to enhance efficiency, decision-making, and impact.

• Continuous learning and responsible use of AI.