Associate Solutions Engineer
NinjaOne, Florida, NY, United States
About the Role
As an Associate Solutions Engineer at NinjaOne, you will play a critical role in the customer lifecycle from early sales software trials to 30 days post implementation. Your responsibilities include front line response to customer inquiries through email, phone and ticketing systems (ZenDesk), evaluating request complexity, providing instructions and documentation, or escalating to support or senior sales engineers. Through our service, organized project management and knowledge, customers experience our world class support. You will streamline onboarding, shorten time to live, and deliver an exceptional service experience.
Location: Austin Texas or Tampa Florida – Hybrid schedule. Monday, Tuesday and Thursday in office.
What You’ll be Doing
Guide customers through the implementation of the NinjaOne solution.
Work closely with sales teams to understand customer requirements and provide sales support.
Partner with the account management department to meet the needs of existing customers.
Take initiative and provide prompt, accurate follow-up to tickets and support calls.
Collaborate with cross-functional teams to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and improve future releases.
Share knowledge of issues and corresponding resolutions or workarounds with partner teams; create new knowledge base articles.
Work a set schedule Monday through Friday 8am – 5pm Berlin time.
Other duties as needed.
About You
At least 2 years’ experience in a customer service–related position.
Previous experience with IT software helpful, but not required.
Proficient in Windows (registry, services, etc.) and working knowledge of Linux and Mac.
Exercise sound judgment and prioritize based on customer impact.
Lifelong learner, adaptable to new technologies and embraces change.
Polished verbal and written communication skills that deliver messages with a customer–first mindset.
Work independently and with a team in a global environment.
Efficient multi-tasking with several tools, prioritize tasks, honor rules of engagement and follow policies, processes and procedures.
Highly organized.
Experience with ZenDesk or other CRM ticketing software preferred.
Driven and self‑motivated; set the pace for yourself and others.
Problem solver that brings all details to the solution.
Empathy, patience and sense of humor; we work hard and have fun doing it.
About Us
NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. Our Unified IT Operations Platform delivers endpoint management, autonomous patching, backup and remote access in a single console improving efficiency, resilience and cost. By automating IT and managing all endpoints, organizations provide employees with a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98 percent customer satisfaction score for more than 5 years.
Benefits
We are a collaborative, kind and curious community. We honor flexibility needs with full‑time work that is hybrid remote. We cover medical, dental and vision insurance, offer a 401(k) plan, unlimited PTO and opportunities for growth and advancement.
Additional Information
This position is not eligible for visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status or any other status protected by law. We are committed to providing an inclusive and diverse work environment.
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As an Associate Solutions Engineer at NinjaOne, you will play a critical role in the customer lifecycle from early sales software trials to 30 days post implementation. Your responsibilities include front line response to customer inquiries through email, phone and ticketing systems (ZenDesk), evaluating request complexity, providing instructions and documentation, or escalating to support or senior sales engineers. Through our service, organized project management and knowledge, customers experience our world class support. You will streamline onboarding, shorten time to live, and deliver an exceptional service experience.
Location: Austin Texas or Tampa Florida – Hybrid schedule. Monday, Tuesday and Thursday in office.
What You’ll be Doing
Guide customers through the implementation of the NinjaOne solution.
Work closely with sales teams to understand customer requirements and provide sales support.
Partner with the account management department to meet the needs of existing customers.
Take initiative and provide prompt, accurate follow-up to tickets and support calls.
Collaborate with cross-functional teams to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and improve future releases.
Share knowledge of issues and corresponding resolutions or workarounds with partner teams; create new knowledge base articles.
Work a set schedule Monday through Friday 8am – 5pm Berlin time.
Other duties as needed.
About You
At least 2 years’ experience in a customer service–related position.
Previous experience with IT software helpful, but not required.
Proficient in Windows (registry, services, etc.) and working knowledge of Linux and Mac.
Exercise sound judgment and prioritize based on customer impact.
Lifelong learner, adaptable to new technologies and embraces change.
Polished verbal and written communication skills that deliver messages with a customer–first mindset.
Work independently and with a team in a global environment.
Efficient multi-tasking with several tools, prioritize tasks, honor rules of engagement and follow policies, processes and procedures.
Highly organized.
Experience with ZenDesk or other CRM ticketing software preferred.
Driven and self‑motivated; set the pace for yourself and others.
Problem solver that brings all details to the solution.
Empathy, patience and sense of humor; we work hard and have fun doing it.
About Us
NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. Our Unified IT Operations Platform delivers endpoint management, autonomous patching, backup and remote access in a single console improving efficiency, resilience and cost. By automating IT and managing all endpoints, organizations provide employees with a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98 percent customer satisfaction score for more than 5 years.
Benefits
We are a collaborative, kind and curious community. We honor flexibility needs with full‑time work that is hybrid remote. We cover medical, dental and vision insurance, offer a 401(k) plan, unlimited PTO and opportunities for growth and advancement.
Additional Information
This position is not eligible for visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status or any other status protected by law. We are committed to providing an inclusive and diverse work environment.
#J-18808-Ljbffr