Customer Success and Solutions Engineer (CSSE)

Giatec Scientific Inc. • Ottawa, ON

5d

About The Position

Giatec Scientific Inc. is a global leader in smart concrete testing technologies, bringing real-time data, AI, and IoT solutions to jobsites worldwide. Our core products - SmartRock®, SmartMix®, and MixPilot® - support the full concrete lifecycle, from mix design and production to placement and performance monitoring, helping teams improve quality, efficiency, and sustainability while reducing concrete’s carbon footprint. Giatec solutions have been used on 15,000+ projects across 85+ countries, and we’ve been recognized as one of Canada’s fastest-growing companies for three consecutive years. We believe our people are key to our success and are always looking for curious, driven individuals to help shape the future of construction technology. The Customer Success and Solutions Engineer (CSSE) will serve as the primary technical advisor for concrete producers adopting Giatec's Ready Mix Concrete (RMC) solutions, specifically MixPilot and SmartMix. The CSSE ensures that customers realize the full value of these platforms by blending concrete expertise, technical problem solving, and proactive customer success practices. This role represents an existing vacancy within the organization.

Requirements

• Bachelor of Science in Civil Engineering with a specialization in concrete technology, or equivalent demonstrated experience in the ready mix concrete industry.
• Minimum 5 years of experience in one or more of the following areas: customer success, technical support, construction project management, construction project engineering, ready mix plant quality control engineering, or a similar customer facing technical role.
• Working knowledge of concrete mix design, quality control processes, and ready mix plant operations.
• Strong technical troubleshooting skills, with the ability to translate complex technical concepts into clear, actionable guidance for varied audiences, from plant operators to executives.
• Excellent verbal and written communication skills in English.
• Proficiency with CRM platforms such as Salesforce, as well as modern support, collaboration, and analytics tools (for example Jira, Microsoft Teams, Gong).

Nice To Haves

• Master of Science in Civil Engineering with a concentration in concrete.
• Experience working in a SaaS environment, ideally serving the concrete or construction industry.
• Hands on experience with IoT devices and real time data collection in industrial environments.
• Comfort with AI tools and a demonstrated interest in leveraging AI to accelerate customer support, documentation, technical analysis, and solution design workflows.
• Proven track record of influencing product direction through structured customer feedback and collaboration with Product and Engineering teams.
• Additional languages, particularly Spanish or French, are considered an asset.

Responsibilities

• Lead new RMC customers through structured implementation of MixPilot and SmartMix, including platform configuration, mix design migration, integration with batch plant systems, and field deployment of IoT devices.
• Deliver tailored training to quality control engineers, batch operators, plant managers, and executive sponsors.
• Develop and maintain onboarding artifacts such as runbooks, workflows, and tutorial content.
• Act as the trusted technical point of contact throughout the customer lifecycle, driving adoption, retention, and account expansion.
• Monitor engagement and performance signals, surface churn risk early, and partner with Account Executives on upsell and cross-sell opportunities rooted in demonstrated value.
• Serve as the first line of technical support for RMC customers.
• Diagnose and resolve issues related to mix design analytics, quality control workflows, IoT sensor deployments, and platform functionality.
• Escalate complex cases to Engineering and Product teams with complete context, and maintain rigorous documentation of every customer interaction in Salesforce.
• Translate customer requirements into practical solutions, recommending best practices for concrete mix optimization, plant quality control, and digital transformation.
• Collect and prioritize structured customer feedback, contribute to feature requests, and represent the voice of the RMC customer in cross-functional product discussions.
• Participate in trade shows, webinars, and customer advisory forums.
• Contribute to technical content such as case studies, knowledge base articles, and thought leadership pieces that reinforce Giatec's position as the technology leader in the ready mix concrete industry.

Benefits

• Competitive company-paid benefits plan
• Generous professional development budget
• Volunteer and Life Days that make work/life balance easier to achieve
• Your birthday off
• RRSP matching program through RBC

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees