Inside Solutions Architect – Services & Tools Engineer

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

📋 Description

• Act as the main support and ownership resource for Presidio’s XaitCPQ platform.

• Address user inquiries, investigate issues, triage bugs, provide configuration assistance, and offer process guidance.

• Collaborate with Solution Architects, Inside Sales, and presales teams to enhance XaitCPQ usage, develop Professional Services scope, create service pricing documents, manage proposal workflows, and handle Project Change Requests.

• Identify, document, and relay platform issues, including steps for reproduction, business impact, workarounds, and recommended solutions.

• Work closely with internal stakeholders, platform administrators, vendors, and technical teams to fix bugs and enhance workflows.

• Generate and update documentation, job aids, FAQs, and training resources.

• Provide support for onboarding, mentoring, and user enablement.

• Enhance processes, minimize recurring questions, improve data quality, and make the platform more user-friendly for presales personnel.

⛳️ Requirements

• An associate or bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline, or equivalent professional or military experience.

• 2 to 4+ years of pertinent experience in presales, technical support, platform administration, professional services, IT operations, or a comparable field.

• Excellent written communication abilities.

• Strong attention to detail.

• Proficient in professional communication through email, tickets, documentation, and live interactions.

• Quick learner of new tools and processes, with the ability to apply that knowledge to assist others.

• Familiarity with programming, scripting, web APIs, and/or Delphi.

• Experience in presales, solution architecture, professional services, sales operations, platform support, or a similar technical support role.

• Understanding of Professional Services concepts, including statements of work, scope definition, pricing inputs, deliverables, assumptions, and change requests.

• Exposure to technologies related to infrastructure, cloud, security, data centers, collaboration, or managed services.

• Experience in creating training materials, process documentation, user guides, or knowledge base articles.

• Comfort with automation, reporting, APIs, AI tools, scripting, or process improvement.

• Industry or manufacturer certifications are advantageous but not mandatory.

🏝️ Benefits

• Flexible remote work location.

• Equal Opportunity Employer.

• Reasonable accommodations available for individuals with disabilities.

• Priority consideration given to protected veterans.

• Opportunity to collaborate with dynamic teams.

• Professional development opportunities toward roles in solution architecture, presales operations, platform administration, sales engineering, or services strategy.

• Exposure to AI-driven analytics, cloud solutions, cybersecurity, next-generation infrastructure, and digital transformation.