Solutions Engineer - Team Lead

at  PDQ

ABOUT PDQ

PDQ, founded in Salt Lake City, UT, makes device management simple, secure, and Pretty Damn Quick. IT teams use our products to reduce complexity, improve efficiency, and enhance control in their unique environments. We are backed by TA Associates, a top-tier global PE fund. SimpleMDM and SmartDeploy are powered by PDQ.
PDQ’s Mission: We make device management simple, secure, and pretty damn quick.
PDQ’s Core Values: Honesty, Ownership, Collaboration and Improvement

JOB DESCRIPTION:

• This is a full-time role open to remote candidates living in the following US states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.
  PDQ is seeking a Solutions Engineer - Lead to help support PDQ’s flagship endpoint management products and lead a team of Solutions Engineers helping other system administrators like yourself with PDQ Connect (our agent-based, cloud-based tool) and PDQ Deploy and Inventory (our agentless on-prem tool, PDQ Detect (our vulnerability management application), SmartDeploy (our imaging application), and SimpleMDM (our Apple device management platform).
  You will be wrangling customer support tickets, but not your run-of-the-mill “the printer does not work” tickets. These are the top-shelf tickets where you help other system administrators like you. You’ll also be helping manage a complex support ecosystem for the suite of PDQ products, facilitate ticket handoff and communication between teams, and identify bottlenecks and breakdowns in the support process to improve efficiency.
  While PDQ products offer a range of functionality in IT asset management and lifecycle, PDQ Connect is a newer, cloud-based product under intense development. You will support customers in utilizing new features while diagnosing programmatic issues such as bugs and enhancements.
  Because Deploy, Inventory, and SmartDeploy rely heavily on a functional networked ecosystem, you will experience various environments and setups, some sophisticated and some not. We are looking for people with more than just familiarity with our products – you will bring a solid customer-centric, troubleshooting sysadmin background and want to grow with our ever-expanding company.
  Compensation: $98,000 - $104,000

WHAT YOU’LL BE DOING:

• Manage team standup meetings, prioritize workloads, product focus, and load balancing within the ticket queue, and design and drive projects intended to improve the efficiency of the support process
• Conduct 1:1s with Solutions Engineers and assist with individual matters and difficulties, providing coaching on performance concerns, mentoring, career pathing guidance, and feedback
• Train and onboard new Solutions Engineers to the team
• Conducting periodic performance reviews of SE employees as directed by management and People Operations
• Assisting customers with questions and issues, typically via email, but sometimes by phone. And, again, we’ll plug the fact that you’ll be working with our stellar system administrator customers. No more fixing printer jams or replacing the batteries in wireless mice
• Creating and maintaining documentation and content, including guides, KB articles, and creating or answering threads on our support forums
• Being on the front line for bug reports to translate and deliver the worst of the worst for the development teams to tackle
• Fielding feature requests and feedback from customers that delight and guide the development teams
• Lending a helping hand to other teams and departments by answering questions or collaborating on puzzles and problems

The majority of PDQ’s full-time roles do not qualify for sponsorship of employment visas such as the H-1B visa. This applies to scenarios where a candidate might possess temporary work authorization during their schooling or after graduation (e.g., CPT, OPT), but would require H-1B visa sponsorship within a few years of employment to retain eligibility for employment.

• Currently, candidates who are eligible for fully remote positions can live in any of the following US states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI