Enterprise Solutions Engineer

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Hivebrite is an all-in-one community management and engagement platform. Our mission is to provide organizations with the tools they need to create impactful communities.Β 


Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than 900 customers worldwide - including Boeing, Roche, the Obama Foundation, the National Academy of Sciences, the Aspen Institute, the University of Notre Dame, and the U.S. Naval Academy.


We employ over 170 people across our entities in Paris, New York, the UK, and Sydney, and 30+ nationalities are represented in our team! 🌍


Our work policy encourages a healthy work-life balance with a flexible schedule. We believe in the importance of balancing your work priorities and personal life. We also have many initiatives to keep our global culture strong, offering opportunities to meet and socialize with team members virtually and in-person throughout the year. πŸ‘‹


In 2023, we were awarded Best Hybrid Place to Work by BuiltIn in the US and Choose My Company and HappyIndex at Work in France. πŸ†



Join for the mission, stay for the people.Β πŸš€



We are seeking a highly skilled and motivated Solutions Engineer to join our Customer Success team.Β 


As a Solutions Engineer, you will play a critical role in supporting our onboarding and customer success efforts by providing technical expertise and guidance to customers. You will be assigned to specific customers and work closely with our Customer Success leadership and teams to establish best practices tailored to each use case. Success in this role will be measured by customer expansion and retention.


Note: We have an NYC office near Times Square and ask that our NYC-based employees to be flexible hybrid.Β 

🌟 RESPONSIBILITIES

  • Work in conjunction with the Implementation and CSM teams to help onboard and expand Enterprise customer use of our product. Be the consistent technical and use case expert for large customers across Higher Ed, Commercial, and Non profit organizations.Β 
  • Technical Expertise: Serve as the primary technical resource for the Customer Success team, assisting with customer inquiries, technical troubleshooting, and solution recommendations.
  • Product Knowledge: Develop a deep understanding of the Hivebrite platform, including its features, functionalities, and integrations, to effectively address customer questions and challenges. Be able to map that understanding with use case best practices.Β 
  • APIs and Integrations: Possess a strong understanding of our APIs and integrations, and be able to guide customers on API usage, authentication methods, data synchronization, and customization options.
  • SSO and Authentication: Provide expertise in single sign-on (SSO) and authentication mechanisms, assisting customers with SSO configuration, identity management, and security best practices.
  • Customer Tech Stacks: Familiarize yourself with our customers' technology stacks, including their existing systems, databases, and infrastructure, to better understand their technical environment and provide tailored recommendations.
  • Collaboration: Collaborate closely with internal teams, including Product Development, Engineering, and Support, to escalate and resolve customer issues, share customer feedback, and contribute to product improvements.
  • Documentation and Training: Create and maintain technical documentation, tutorials, and training materials to support customer onboarding, self-service troubleshooting, and knowledge sharing within the Customer Success team.

🌟 REQUIREMENTS

  • 8+ years of experience in a technical role, preferably in customer-facing or customer support positions.
  • Strong knowledge of web technologies, APIs, and SSO/authentication protocols.
  • Experience with CRM systems (e.g., Salesforce), ticketing systems (e.g., Zendesk), and project management tools (eg. Asana)
  • Excellent communication skills, with the ability to convey technical concepts to non-technical audiences.
  • Strong problem-solving skills and attention to detail.
  • Ability to work independently and collaborate effectively in a fast-paced, dynamic environment.

🌟 PREFERRED QUALIFICATIONS

  • Bachelor's degree in Computer Science, Engineering, or a related field.

🌟 BENEFITS

  • Competitive salary package + variable bonus
  • Open PTO policy
  • 11 paid holidays
  • Employer contributions towards medical, dental, and vision insurance (95% for employee and 75% for dependents).
  • FSA / HSA options ($600 annual HSA employer contribution)
  • 16 weeks (100% paid) maternity leave
  • 12 weeks (100% paid) caregiver/paternity leave
  • Matching 401K
  • Short-term disability, Long term disability, and basic life insurance covered 100% by Hivebrite
  • $500 remote equipment stipend
  • Commuter benefits
  • Flexible schedule and remote policy
  • An international work environment, with offices in Paris, New York, the UK, and Sydney.
  • Opportunities to socialize with your team in person!
  • The latest in Apple’s equipment 🍏
  • Check out our instagram page here to discover our team πŸ“·

🌟 RECRUITMENT PROCESS

  • A 30 min phone call with our Recruiter
  • A 30 min video call with the Hiring Manager to go deeper on the job description and for you to understand the expectations of the role.
  • A 30 min team video call with two cross-functional members of the team
  • A 30 min values-based video call with two members of the team to evaluate value + culture alignment
  • A final 30 minute video call with the Hiring Manager to confirm role alignment and fit

  • πŸš€ Our recruitment process lasts about 2-3 weeksΒ and we give a high touch recruitment experience throughout
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • Google CloudServices
    • Google AnalyticsAnalytics
    • GoogleTag ManagerAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • MiroDesign
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • ZenDeskManagement
    • ProductBoardManagement
    • WordpressCMS
    • DocuSignCRM
    • HubSpotCRM
    • IntercomCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • SalesloftCRM
    • MailChimpEmail
    • SendGridEmail
    • ZoomInfoLead Gen
    • ClearbitLead Gen

Location

The NYC location is in midtown West with a short walk to Time Square, Penn Station, and Moynihan Train Hall. There are various train, subway, and bus stops close by, with great food all within walking distance!

An Insider's view of Hivebrite

How does your team reward individual success?

There's no shortage of recognition from colleagues here at Hivebrite. We're always celebrating each other's successes both in and out of the workplace, which, for someone like me who requires constant validation, is incredibly valuable. Whether it's a successful client meeting or finding a quick workaround, I can always count on my team to lift me.

Ahmed

Customer Success Manager

What projects are you most excited about?

It's been exciting to work directly with my managers and colleagues to implement business strategies to help our team scale as we grow. This year we're excited to launch efficient methods, like automated workflow setting and process branding, to produce low-effort-high-reward results.

Jasmine

Customer Success Manager

What are some things you learned at the company?

I've learned so much about the online community space working at Hivebrite. Working at this fast-growing start-up gives me the ability to work closely with leadership and collaborate across all departments., It's been an absolute blast working here!

Shannon

Account Executive

How do you make yourself accessible to the rest of the team?

I’m a big believer in culture. Every company needs a culture but every team needs one too. I also believe that the sum of the parts is greater than the whole. This is why we meet regularly in person and virtually, recognize achievements in all hands meeting and support each other. I’m available to talk about work but also personal things as well.

Usha Iyer

US President and Chief Revenue Officer

How would you describe the company’s work-life balance?

Hivebrite has always been a magnet for people who are enthusiastic about both their professional and their personal pursuits. And so it’s pretty ingrained in the culture of this company that great things can be achieved at work only when there’s good fun being had outside of work. Having that right balance between work and play is in our DNA.

Robert

Solutions Engineer

What are Hivebrite Perks + Benefits

Hivebrite Benefits Overview

We cover 95% of the individual premiums and 75% of dependents. We also cover 100% of the premiums for Short-term and Long-term disability. There is no waiting period to enroll in benefits. We also offer 16 weeks of 100% paid maternity leave and 12 weeks 100% paid for caregiver leave.

We offer commuter benefits, an EAP program, Open PTO, and even a nomad program! Our HQ is in Paris, France so there is also opportunity for travel to partake in apero and international team off-sites.

We also offer Enrich Access (reimbursement for some medical travel expenses) and Enrich Adopt programs.

Because many of us are virtual, we also have great virtual events that we've done from Plantcare 101 to a lecture on Juneteenth to a fall mixology class. For those in the NYC tri-state area, we also get together for lunches and Happy Hours!

Culture
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Hivebrite contributes up to 95% of premiums for employees and up to 75% for depends for: medical, dental, and vision
Life insurance
Pet insurance
Mental health benefits
We have a great EAP program for both mental health therapy and life services.
Financial & Retirement
401(K)
401(K) matching
We match 3% of 4% of employee deferrals. It vests at 100% after 3 years of employment. Eligible to enroll Day 1 - No waiting period to participate!
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
100% paid maternity leave up to 16 weeks; 100% paid caregiver leave up to 12 weeks
Adoption Assistance
Hivebrite is pleased to provide up to $10,000 of reimbursement for adoption assistance.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Company-sponsored happy hours
Pet friendly
Home-office stipend for remote employees
Professional Development Benefits
Promote from within

Additional Perks + Benefits

We also provide the latest in Mac equipment!

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