Register for our free webinar on 5/24: “Gen Z 101: What Motivates Gen Z?”

Technical Support & Pre-Sales Engineer

Mar 31 2022

Product Demos / Customer Support / Customer Experience
New York, NY; Remote

ABOUT YPULSE

At YPulse we have been on an exciting journey building a world class insights suite to help businesses grow. With 17 years of experience studying tweens, teens, twenty-somethings and young adults, YPulse is the leading authority on youth. We’re a team of intelligent and creative market researchers, data scientists, and trend forecasters, dedicated to helping brands make sense of the thoughts, opinions, goals and aspirations of young people.

Our client list includes heavy hitters in every industry — Apple, Amazon, Disney, Meta, Netflix, Spotify, YouTube, and many, many more. These companies look to us to develop actionable youth strategies, make informed business decisions, and stay up-to-date in the ever-changing world of youth culture.

There has never been a better time to join our rapidly growing team. You’ll be at the epicenter of fueling YPulse’ ‘big and fast’ hyperscale – solidifying our unique positioning.

WHO WE ARE LOOKING FOR

We are looking for a Technical Support & Pre-Sales Engineer to join the Customer Experience arm of our growing Product Team. As the client-facing technical expert of our product offering, this person will play a critical role in developing customer trust and understanding of the product offering throughout the user journey from pre-sales to retention. You’ll also play a fundamental role in helping us build out our support and pre-sales strategy for continued growth.

Product feedback is at the core of what we do. We want all of our team members to obsess over the wants, needs, and opinions of our users and customers. The TSE will gather as much information as possible from demos and support interactions to inform strategy across all business units. The TSE will directly interact with customers and should be passionate about enabling and empowering clients to capture market opportunities by leveraging the YPulse product suite.

This person will work closely with the Customer Experience Director and the rest of the Product Team, while also collaborating with the Sales, Customer Success, and Content Teams. This hybrid support and pre-sales role within the Product Team will allow this person to amass extensive product and market expertise. If you think this role sounds like you’ll be wearing multiple hats, you’re correct! 

WHAT YOU WILL DO

  • Work with the Product, Customer Success, and Sales teams to engineer and deliver engaging technical demo and training sessions with personalized use cases 
  • Collaborate with customer teams to facilitate the rapid uptake of YPulse products by new customers during onboarding, with key emphasis on adoption of our Brand Tracker
  • Develop and maintain extensive knowledge of the product and customer use cases and implications, particularly those related to brand tracking
  • Provide ongoing support to customers to help them best understand how our product offering can help solve their business problems
  • Manage and coordinate responses to support requests via the Zendesk support desk
  • Identify user needs, problems and opportunities through research, analysis, market data and direct interaction with users / prospects
  • Help maintain and expand the Customer Help Center resources and training materials

WHAT YOU WILL BRING 

  • 3+ years experience in an eCommerce / subscription / SaaS support, customer success or sales engineering positions with a digital product focus
  • Ability to demonstrate how the product works and how it can solve customer problems
  • Ability to understand and empathize with the customer’s needs 
  • Excellent customer facing verbal and written communication skills. Confidence with presenting to a range of different audiences.
  • Experience in an early-stage or startup environment.
  • Self-driven, proactive, collaborative, and team-focused. You must enjoy working in a fast-paced, hands-on environment where priorities can change often.
  • Plus: Interest in market research, brand tracking, consumer marketing, etc.

YPULSE PERKS

  • Competitive compensation and stock options
  • 100% payment of healthcare
  • 100% payment of dental and vision
  • FSA & HSA medical savings plans 
  • Pre-tax public transit / parking plans
  • Unlimited vacation time (provided individual goals are met)
  • Work from home flexibility
  • Stock options & 401K matching

To apply, please send a cover letter and your resume to jobs@ypulse.com.