Solutions Engineer

Foxit is remaking the way the world interacts with documents through advanced PDF technology and tools. We are a leading global software provider of fast, affordable, and secure PDF solutions that are used by millions of people worldwide. Winner of numerous awards, Foxit has customers in more than 200 countries and global operations. We have a complete product line and an exciting and aggressive development schedule. Our proven PDF technology is disrupting the status quo establishment and has accelerated our company growth. We are proud to list as customers Google, Amazon, and NASDAQ, and with your skills and help, we plan to add many more. Foxit has offices all over the world, including locations in the US, Asia, Europe, and Australia. For more information, please visit https://www.foxit.com.

Job Description

Do you enjoy solving problems and helping others? Are you passionate about customer experience? Are you familiar with technologies used in complex industry domains? At Foxit Software, we empower people to advance the way they work, and we create software solutions that improve the efficiency and lives of professionals everywhere.

 

This role is defined as a Pre-Sale Solutions Engineer for an incubation product we intend to bring to the market in the near future. This product will be complex, and you’ll become the singular specialist for this product. You will actively engage and collaborate with customers, along with other sales engineers that will support you and the sales team. If this is something that appeals to your ambition, preferred candidates will have demonstrated experience as a specialist in complex fields like engineering, manufacturing, chemical processing, geospatial, operations research, architecture, or logistics.

 

 

• Resolve reported customer issues via screen share sessions, phone, web, and online tickets

• Provide prompt, friendly, and efficient assistance to customers on a variety of issues and questions related to product features, usage, design automation etc.

• Research, verify, and document product issues, solution in short and clear articles for our Knowledge Base, or in our internal case management system

• Priority handling and escalation of critical issues and monitoring of service level compliance

• Document support interactions in a company-wide case management system

• Escalate customer issues to internal teams as required

• Actively manage personal backlog of support requests

• Manage customer expectations by providing timely updates on progress

 

• Complex industry domain knowledge/experience preferred

• Demonstrated capability to “own” the problem (customer issue), troubleshoot and ability to solve or mitigate the problem or escalate if needed

• Demonstrable strong customer service, troubleshooting, and analytical skills

• Exceptional team player skills

• Strong customer service, troubleshooting, and analytical skills

• Strong written and verbal English communication skills. Additional language skills are advantageous

• You build strong customer relationships and gain insights into their needs

• You identify opportunities that benefit our customers and build and deliver solutions to meet their expectations

• Proven ability to be flexible and learn quickly in a fast environment

The role description doesn't fit 100%? But you have the feeling that Foxit could give your career a boost? Let's talk anyway and tell us your story! We are still growing, and some job profiles are not written yet!

Foxit is a progressive, open-minded meritocracy. What you’re capable of matters, the rest doesn’t. (We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.)

For US Positions: Being authorized to work in the U.S. is a precondition of employment. Foxit Software will not sponsor applicants for work visas.