Technical Solutions Specialist

Paperless Parts • Boston, MA

9d • $66,000 - $89,000 • Hybrid

About The Position

Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. From rockets to medical devices, we power the parts that move the world forward. This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder. Customer Success is our #1 priority at Paperless Parts. Our Customer Support team plays a critical role in ensuring our customers maximize the value they receive from our platform. We are seeking a Technical Solutions Specialist to join our Customer Success organization. The Technical Solutions Specialist will work directly with our customers, answering product and industry questions, providing platform training, and resolving technical challenges, to ensure our customers are best positioned to leverage Paperless Parts to streamline their estimating process. In addition to general product knowledge, the Technical Solutions Specialist will specifically focus on developing in-depth knowledge of our P3L (Python-based pricing language) and third party integrations. This role will serve as the technical expert within Customer Support on these product areas, helping other members of the team with escalations.

Requirements

• Bachelor's Degree in Computer Science, Engineering, MIS, or related field
• Strong skills in a computational environment or programming language (Python, SQL etc.)
• Relevant work, education, or hands-on development experience
• Strong analytical and critical problem-solving skills
• Ability to translate business requirements to product solutions
• Fast learner, ability to adapt to new processes and technologies, and evolving environments
• Excellent written and verbal communication skills
• Proven ability to thrive in a fluid, fast-paced and ever changing environment.
• GRIT – a scrappy, Can-Do, problem-solving mindset that will enable you to help the Team succeed
• US Citizenship or Green Card Holder

Nice To Haves

• Familiarity with “job shop” manufacturing, preferred

Responsibilities

• Serve as Paperless Parts product expert. Learn our product in great detail, such that you are able to assist customers with all aspects of the system.
• Develop in-depth knowledge of Paperless Parts pricing language and third party integrations. Able to troubleshoot and configure customer requests.
• Quickly and thoroughly respond to all customer requests, balancing email and phone communication where appropriate.
• Manage a high volume of support cases (often 10+ per day).
• Identify product feedback trends, track enhancement requests for consideration in our product roadmap.
• Partner with Customer Success to identify opportunities to drive product adoption or expansion within specific customers.
• Go above-and-beyond to help our customers whenever possible.
• Responsible for adherence to all security and privacy requirements, rules and regulations and implement as required.

Benefits

• 100% coverage of health, dental, and vision for you and your dependent
• Competitive compensation philosophy
• Unlimited PTO
• 13+ paid holidays
• Company-sponsored wellness stipend
• Pre-tax Commuter and FSA/Dependent Care FSA
• 401(k) plan
• Employee recognition program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level