Technical Solutions Consultant

The Role, Technical Solutions Consultant
- this position is open for applicants located in Canada

Position Overview:

The Technical Solutions Consultant Architect is responsible for driving managed technical product rollout, adoption and growth, helping our Customers get the most value from our Technical Products.

Beyond their deep technical expertise of the SiteDocs products, they also understand ways to connect SiteDocs to 3rd Party software. This role will focus on quickly understanding and delivering support and professional services to ensure continuous customer engagement with any SiteDocs products, features or add-ons (including, but not limited to, Analytics, Workflow Studio, and API). This means creative new solutions presented via Scopes of Work, growing our offerings towards or goal of Global Presence.

Demonstrating proficiency with Technical Product offerings, troubleshooting integration challenges for our managed Workflow and Analytics Customers, ensuring a successful sales hand-off, implementation and smooth customer renewal. They will also be able to assist when their expertise is needed for product selling or upselling.

Ultimately, a customer's success is defined by the ongoing renewal of their SiteDocs Products, and greater usage, value received, and dependency on all SiteDocs Products results in this success and expansion. Therefore, the Technical Solutions Architects' efforts contribute significantly to the overall happiness of the customer and recurring revenue and upsell revenue goals at SiteDocs.

• Customer Support: Provide expert-level support and guidance to Analytics and Workflow Studio customers during project creation and the delivery of professional services, including requirements gathering, solution design, configuration, testing, and training.
• Technical Troubleshooting: Diagnose, reproduce, and resolve complex technical issues across APIs, integrations, authentication flows, and platform features. Provide clear, actionable guidance to customers and internal teams.
• Project Management: Meet with Analytics and Workflow Studio customers and relay requirements and next steps to deliver on their purchased projects. Strategically optimize your workload, ensuring projects are delivered on time, as outlined, in our Scope of Work Document to the highest quality standards.
• Cross-functional Collaboration: Collaborate closely with Development, Sales, Implementation and Support to ensure seamless coordination and communication throughout the implementation process for product adoption and eventual renewal.
• Issue Resolution: Address any escalated issues or customer concerns that pertain to SiteDocs technical products (Analytics and Workflow Studio), working with internal teams to identify root causes and implement effective solutions promptly.
• Customer Relationship Management: Build and maintain strong relationships with Analytics and Workflow Studio customers through the delivery of a project and the support afterwards.

• Assists the Development Team on various projects that pertain to the further development of Technical Products (Analytics & Integrations)
• Test the product or specific features and functionality, when requested.
• Manages a prebuilt Workflow Studio template library through development, testing, and updating and delegating as necessary.
• Works closely with Sales Engineers as necessary to ensure seamless handoff and implementation of reporting dashboards and integrations included as part of sale.

• Be available as the main point of contact for professional services and integrations for the TSC Team, which included questions, support and coaching. Reports to the Manager of Technical Solutions.
• Ensures the successful implementation of Analytics and/or Workflow Studio projects for assigned Scopes.
• Responds to and manages customer communication and emails as necessary.
• Trains customers and partners on advanced SiteDocs features and products (including - but not limited to - Analytics, Workflow Studio) and how they can achieve ongoing success.
• Thought partner with Manager and Lead on improved processes, procedures, checklists, and other documentation. Occasional delivery of system improvements.
• Spearheads the creation and maintenance of projects related to Analytics, Workflow Studio and API that they are assigned to.
• Executes on special projects given by the Manager of Technical Solutions.
• Tracks activities and conversations with precision and efficiency in Salesforce.
• Collects project feedback from customers and documents revisions executed per the SOW.
• Contributes to a culture of team building and continuous improvement.
• Attends regular meetings and other meetings as requested.

• 3+ years of experience in an Engineering/ Architect Role, with a focus on skills across web technologies (e.g., HTTP, APIs, authentication).
• Proven Customer success skills, with the ability to lead meetings and guide conversations about Technical Products to those who may lack experience in that area.
• Experience with scripting or programming languages is a plus (e.g., Python, JavaScript, SQL).
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels of the organization.
• Ability to manage multiple priorities in a fast‑paced environment.
• Commitment to customer success and satisfaction, with a passion for delivering high-quality solutions and exceeding customer expectations.
• Strong problem-solving skills, with the ability to quickly identify issues, develop solutions, and implement effective resolutions.
• Ability to thrive in a collaborative, cross-functional environment, with a proactive and positive attitude towards teamwork and collaboration.
• Technical expert on SiteDocs products, features, add-ons and tools.
• Understanding of data analysis and information systems.
• Proficiency in using (or the ability to quickly learn) software programs.

• Authentic Relationships - People are never a means to an end.
• Continuous Learning - Test every assumption and never stay stagnant.
• Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together.
• Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.

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