Perplexity is looking for a Solutions Engineering Lead to build our solutions engineering team. Your mission is to build the tools, systems, and processes needed to improve user satisfaction, listen to user feedback, and represent the voice of the customer.
What you'll do
In this role, you will manage people, design automations, build tools, and keep operations running smoothly at scale.
- Build systems: Lead engineers and operations to design and build automated systems and internal tools that make customer success responsive and high-quality.
- Streamline processes: As AI advances, we will need fewer manual steps, better workflows, and more powerful tools that will allow individuals to own larger scope and work on a higher strategic level.
- Accumulate knowledge: Develop onboarding, training, support processes, help center content, and knowledge bases, leveling up the team’s knowledge while raising the bar for quality.
- Gather data: Track key metrics like response times, resolution rates, and customer satisfaction. Use both quantitative and qualitative data to iteratively guide improvements.
- Scale: Ensure that internal systems and teams can scale as our user base grows.
- Pre-sales: Develop compelling technical demos that accurately communicate a breadth and depth of product features. Communicate the qualitative and quantitative value of a rapidly changing product.
- Post-sales: Leading integration and technical debugging, end-user training, and gathering customer feedback iteratively
What you need
- 5+ years in solutions engineering, customer success, or related general management roles, with demonstrated cross-functional leadership.
- Experience leading solutions engineering and operations teams.
- Strong track record of designing and implementing automated systems that improve efficiency.
- Strong programming skills.
- Experience working with engineers to scope, build, and deploy solutions.
- Skilled at adapting operational challenges into scalable solutions.
- Hands-on approach: able to analyze details and resolve issues as needed
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