- Lead technical discovery sessions to understand customer support workflows and system landscapes

- Translate customer pain points (shared inboxes, SLAs, automation, multi-channel support) into scalable solutions

- Map product capabilities to customer use cases and business outcomes

Product Demonstrations & POCs :

- Deliver engaging and customized product demos showcasing platform capabilities (e.g., Gmail-based workflows and omni-channel support)

- Design and execute Proof of Concepts (POCs) to validate use cases and build customer confidence

- Showcase integrations and automation capabilities during demos

Customer Engagement & Deal Support :

- Handle technical objections and guide prospects through evaluation stages

- Build trust with stakeholders through clear and credible communication

- Support Account Executives in closing deals by addressing technical concerns

Technical Consultation :

- Respond to technical queries, RFPs, and security questionnaires

- Provide inputs on architecture, integrations, and implementation feasibility

- Assist customers in understanding APIs and system integrations

Cross-Functional Collaboration :

- Work closely with Sales, Product, and Customer Success teams

- Provide feedback to Product teams based on customer interactions

- Ensure seamless transition from sales to implementation

Technical Skills & Requirements :

Core Skills :

- Strong understanding of SaaS platforms and cloud-based applications

- Basic knowledge of APIs, webhooks, and system integrations

- Familiarity with customer support/helpdesk workflows

Tools & Platforms :

- Experience with helpdesk tools like Freshdesk, Zendesk, or similar platforms

- Familiarity with CRM and collaboration tools such as HubSpot, Notion, ClickUp