Solutions Engineer

About Trio:

Trio is a multi-device management and security platform that enables companies to manage and secure their Apple, Windows, and Android devices at an enterprise scale. With Trio, IT and information security teams can save countless hours of manual, repetitive work with features like one-click compliance templates and over 150 automations, apps, and workflows.

The Opportunity:

As a Solutions Engineer at Trio, you will work directly with our Solutions, Sales, Support, and Product teams. You will share your expertise in multi-device management to guide team members to understand the problems we are trying to solve, help customers understand how Trio can assist them in solving complex technical workflows, and resolve any challenges that arise in the process. You delight customers with your insights into how Trio can solve business and technical problems. You're an important part of turning prospects into customers and setting the tone for the quality technical resources and support that Trio provides. You'll also act as the voice of the customer by sharing customer feedback and insights with our Product team and reporting issues to our engineers.

We pride ourselves on providing world-class experiences for our customers. Our customers rely on Trio to ensure their multi-platform devices are properly managed and secured. We want to make sure that if they have questions, we go beyond simply answering and provide the right solution. Our team's top priority is to improve our customers lives, which means ensuring their interactions with Trio are accurate, informative, and helpful.

How You Will Make an Impact Day to Day:

Develop Technical Resources: Collaborate with the Solutions team to create scripts, API examples, training materials, and documentation for product features, representing Trio to customers, partners, and the broader community of device administrators.

Work Closely with Success and Sales Teams: Participate in calls with existing and potential customers to demonstrate Trio in action. Provide commentary, detailed technical explanations, and examples based on your experience managing devices with MDM and other tools.

Communicate Efficiently with Customers: Engage effectively throughout sales and support interactions via email and communication tools. Your writing is clear, direct, and friendly.

Prepare for Sales Meetings: Coordinate with the sales team to research potential customers, review information from discovery calls, and tailor your comments to each customer's needs and their position in the sales cycle.

Be a Knowledge Base about Trio: Our customers represent a wide range of needs across hardware, wireless connectivity, and software products, so you need to be ready for anything.

Influence Processes: Impact our processes and shape the tone of our onboarding as we work with customers from around the world.

Advocate for Customers: Be our customers best advocate; funnel customer feedback to our product and engineering teams to ensure we're building features our customers will love.

Provide an Excellent Customer Experience: Ensure every customer has a great experience. Tailor your communication style to maintain the Trio standard throughout the sales and onboarding process.

Collaborate with the Support Team: Work directly with our Support team to identify any issues and ensure they're resolved while keeping our customers informed every step of the way. You'll handle some Tier 2/3 tickets and write support articles as part of your regular duties.

Provide Technical Training and Sales Enablement: Deliver technical training and lead sales enablement activities to ensure our team is prepared to explain how Trio works, where we fit in the device management ecosystem, and how we can solve problems for our customers.

Time Distribution: Spend 40% of your time on pre-sales calls, 30% on post-sales support activities, and 30% on internal projects and collaboration.

Travel: Up to 25-50% travel may be required in the future.

On-Site Requirement: Required to work on-site 5 days a week at our Bangalore office.

We'd Love to Hear from You If You Have:

5+ years of work experience managing devices, preferably as an engineer in consulting, pre-sales technical, or professional services roles.

Excellent Understanding of Operating Systems: Proficiency with macOS, iOS, iPadOS, and core services like Apple Business Manager, MDM, Automated Device Enrollment, Apple Push Notification Service, Apps & Books, etc.

Proficiency in Scripting and Command Line: Familiarity with shell scripting, Python, and comfortable using Terminal to execute commands or run scripts.

Great Problem-Solving Abilities: A curious nature and a genuine interest in learning new technology in a fast-paced startup.

Ability to Switch Gears Quickly: Capable of rapidly switching across tools while retaining focus on the bigger picture.

Excellent Communication and Writing Skills: Ability to explain complex topics in easy-to-understand and concise language.

Strong Emotional Intelligence: Ability to intuit customer sentiment and match their tone to ensure effective communication.

Exceptional Collaboration Skills: Ability to collaborate across multiple teams and represent technical details to different audiences effectively.

Nice to Haves (but Not Required):

Experience Helping Customers Understand MDM: As a sales engineer, trainer, or IT leader.

Hands-On Experience with Multiple MDM Solutions: Such as Jamf Pro, Workspace One UEM, etc.

Experience with Large-Scale Device Deployments.

Experience Troubleshooting IT Issues on Apple, Windows, and Android devices.

Experience with Support Tools and Platforms: Like Intercom, Zendesk, and JIRA.

Knowledge and Experience in Enterprise Settings: Using devices and integrating with printers, routers, Wi-Fi access points, directory services, Kerberos, SSO, enterprise applications, and more.

Understanding of Internet Technologies: Such as DNS, HTTP, TLS, certificates, etc.

Why Join Us:

We are excited to be serving a significant need in a fast-growing market and are proud of the high-performing team we've assembled so far. If you're someone who wants to engage in new and exciting projects that will challenge your skills in the best way possible, we'd love to connect with you.

Our Culture:

At Trio, we believe in fostering an environment where employees are encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and we welcome individuals from all backgrounds and experiences.

Commitment to Equal Opportunity:

Trio is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. We consider all qualified applicants without regard to race, color, religion, national origin, age, gender, sexual orientation, gender identity, differently abled, veteran status, or any other status protected by applicable law.