Sr. Client Services Engineer

Poll Everywhere is looking for a Sr. Client Services Engineer to be the liaison between our Product Engineering and Customer Success teams. In this role, you will work autonomously and in collaboration with these teams to diagnose and resolve technical issues, provide guidance to customers, and collaborate with team members to ensure that our high-value accounts have everything they need to get the most out of Poll Everywhere at their organization.
We are excited to also be hiring for a Client Services Engineer (CSE) that will join this role and a program that’s central to our company strategy. This is a role we’re investing heavily in this year. You’ll have direct access to the CTO as your manager and the Director of Customer Success to prioritize and plan work. Accounts managed by our Customer Success Team have strong recurring use cases with Poll Everywhere. The largest hurdle for them to expand their usage is account administration at scale. This is where your role comes in! You will bring your expertise to build tools and integrate with standards like SAML SSO, SCIM, and LTI to enable this growth.
Engineering at Poll Everywhere is highly collaborative in nature. You can expect to work cross-functionally with Customer Success Managers to understand an account’s use case, with Product Managers on how your projects fit into the broader product strategy, with Designers on usability, accessibility, and aesthetics, and to maintain a high bar for quality with our QA team.
At Poll Everywhere we’re serious about helping our people meet their career goals. We have a long history of seeking out growth opportunities aligned with individual interests and promote internally often. Whether it's leading a project, establishing an elegant pattern to solve a common problem, or refining an interface so users can get their work done more quickly and enjoyably, we work hard to find the right match for each person. Poll Everywhere has an excellent track record of being a place to deepen your product development and engineering skills.
Poll Everywhere is looking forward at a refreshed mission to make presentations more inclusive. We believe that having our product in use at more of the 17 billion meetings a year in the F1000 would change those organizations through the inclusion of more voices. Our platform enables presenters to create interactive questions, word clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, we now support millions of users worldwide from educational institutions to household companies such as Google, AT&T, and Target.

Objectives of the role

• Be a dedicated full stack engineer supporting our Customer Success team in order to provide guidance on technical requirements for integration projects all while owning the architecture of our systems to ensure any challenges blocking progress are addressed.
• Make sure our managed accounts & their technical teams (IT departments) get the most out of Poll Everywhere by simplifying license seat administration with standards and tools like
• SAML SSO to improve security and simplify authentication
• WorkOS (implementing SCIM) to adapt to changing organizational membership of our customers
• LTI to assess learning outcomes
• Actively participate in customer calls and gather technical requirements, propose solutions & work with our larger engineering team to ensure alignment with our solution
• Abstract common tasks into scalable, user-friendly systems for our staff
• Refine technical estimation skills as you learn about our business. Commit to delivery timelines and meet those commitments
• Document technical solutions you build
• Deliver effective solutions to both internal staff and to unblock account expansion so our customers can get the most out of Poll Everywhere.

Daily & monthly responsibilities

• Implement integrations for our managed accounts: Single Sign On to be able to have users be able to authenticate with Poll Everywhere using systems already in place at their organizations. Learning Tools Interoperability (LTI) for exporting Poll Everywhere responses to tools used for grading and assessment in Higher Education. System for Cross-domain Identity Management (SCIM) for provisioning users and syncing user directories.
• Build relationships with your Customer Success Manager peers to develop features, workflows, and automation, and complete bulk tasks to help their managed accounts use Poll Everywhere