Head of Solutions Engineering

We are looking for our next colleague within our Global Solutions Engineering team who is tech-savvy, sales-savvy, and customer service-oriented. The Head of Solution Engineering will support our BriefCam video analytics product line while working closely with the Analytics Business Management sales team to increase regional sales in their assigned region, covering the Mid-Atlantic, Southeast, and LATAM, by providing technical sales support to meet potential customer requirements. This role will manage a team of Solution Engineers, providing mentorship and guidance, while also balancing individual contributor responsibilities. The ideal candidate must reside within the Mid-Atlantic and Southeast regions of the US. 

The Head of Solution Engineering will be responsible for pre-sales activities, including customer meetings, product demonstrations, technical proposal responses, and other tasks as needed.  The Head of Solution Engineering will also be responsible for driving and managing the technology evaluation stage of the sales process, working with the sales team as the key technical advisor and product advocate for our products. This person must be able to articulate technology and product positioning to both business and technical users. You must also be able to identify the technical issues of assigned accounts to ensure complete customer satisfaction throughout all stages of the sales and support processes. The individual will also help capture new product features and requirements by being a market-facing technical representative working with end-users, integrators, and technology partners.

If you have a proven track record of successfully working with both the engineering and customer-facing sides of the company, will help understand customers’ problems, find innovative solutions to help solve them, and believe in technology at its finest, then this is the place for you!

When joining Milestone, you can expect to be part of a company with an impressive growth history and an embracing second-to-none People-First Culture.

Responsibilities

• Responsible for the specifications, installation, configuration, and commissioning of proof of concept and demo systems for Partners and Customers
• Help the Sales team members respond to requests for information (RFI) and requests for proposals (RFP), including compliance, data privacy, and architecture
• Provide technical advice to end users, resellers, and the internal sales team on different technologies and integration solutions using a variety of tools (email, case management platform, etc)
• Build customized dashboards tailored to vertical-specific use cases for proof of concept and demo environments
• Provide technical support to resolve system and environment issues for Partner, Customer, and Demo/POV systems, including being a liaison between the internal R&D teams, the Partners, and the end users (where required)
• Work in conjunction with the Sales and Marketing team members to address technical questions and conduct product demonstrations
• Refer to our internal knowledge base, documentation, and external resources to provide accurate answers and solutions to requests promptly
• Provide pre-sales product training, when needed, to operators, administrators, end users, partners, and Sales team members
• Disseminate relevant acquired knowledge to the other team members, both technical and non-technical
• Support marketing activities, including trade shows, webinars, and other campaigns for developing new customer leads
• Support trade shows, including booth setup, booth staffing, and presentation assistance
• Travel required, regional and occasionally international (up to 50% depending on business requirements)
• Other tasks as assigned

Your Experience

To succeed in this position, you will need a track record of successfully working with the company's engineering and customer-facing sides, helping understand customers’ problems, and finding innovative solutions to help solve them. As a team lead, you will also be responsible for guiding and mentoring other Solution Engineers, fostering their growth and ensuring consistent delivery of high-quality support. You will also utilize the following skills regularly:

• A Bachelor's degree or higher in a technical discipline - Engineering, Information Technology, Computer Science, or a relevant field
• Minimum 4 years of work experience in a customer-facing role involving both pre-and post-sales engineering activities, training, and technical support
• Experience managing a team of Solution Engineers
• Strong knowledge and experience of both hardware and software products (IP networking, SaaS applications, video security, client/server environments, and other communication systems)
• Strong knowled