Customer Solutions Engineer

About ITRS

At ITRS, we make society's critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries — trusted by 90% of Tier 1 capital markets firms.

We believe when our team thrives, so do our customers. With us, you'll find:

• A culture that backs you – We're proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.

• Work that matters – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.

• Room to grow – Whether you're starting your career or bringing years of experience, we're committed to your development. Just ask our team members who've been excelling here for 10+ years.

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity–backed global partner.

Scope of Role

ITRS are looking for an experienced Customer Solutions Engineer for the team. You will help accelerate our sales initiatives.

Reporting to our Global Head of Customer Engineering as part of the Customer Solutions and Success team, you will live and work in the world between Sales, Marketing, Product and Engineering to help our Sales Executives meet annual sales targets. You will provide technical presentations and product demonstrations to prospective clients, leading technical workshops to help define requirements and implementing our solutions as part of Proof of Concepts.

As a Customer Solutions Engineer, you will:

• Achieve detailed understanding of all our products and technologies.
• lead presentations, demonstrations and conversations with CXO-level and VP-level audiences within major enterprise accounts and prospects.
• Understand our client requirements, analyse and translate them into a practical solution.
• Assist the sales team throughout the entire sales cycle as a product and technology expert.
• Execute Proof of Concept to obtain client confidence and acceptance. Coordinate logistics across all partners.
• Provide professional responses to customer RFPs / RFIs.
• Position the technology against competitive offerings.
• Represent the products, company values and brand to customers and at field events such as conferences, seminars.
• Suggest creative alternatives to address or overcome technical challenges encountered in the sales case.
• Conduct Technical Account Management (TAM) activities for the key accounts.
• Travel regionally for client meetings, marketing events, proof of concepts.

• 3+ years of working experience as a Customer Solutions, Pre-Sales or Sales Engineering role.
• 1+ years of working experience in Application Performance Management (APM) and AIOps.
• Experience using or administering an APM tool like ITRS Geneos, ITRS OP5 Monitor, AppDynamics, Dynatrace or Nagios.
• Knowledge and experiences in Capacity Management, Digital Experience Monitoring, ELK, Cloud or Microservices domains will be an advantage.
• Experience in application support in Financial Market will be an advantage.
• Linux and Windows Administration knowledge or experience to perform software installations and technical issue troubleshooting.
• Programming and scripting experience i.e. Shell script, Python, Java.
• Basic network knowledge.
• Basic database knowledge and query languages.
• Well-spoken and business fluency in English. Speaking Mandarin and other Asian languages will be a benefit.

• Health Insurance and Dental Health Cover for you and your dependants
• Employee Assistance Programme
• Pension
• Flexible Hybrid Working
• Enhanced Parental Leave
• Travel Insurance
• Life Assurance
• Income Protection
• Referral Bonus
• Buy and Sell Holiday
• Training Reimbursement

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.

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