Solution Consultant

Company Overview

At BotCity, we've built a pioneering Intelligent Automation platform, backed by global investors such as Y Combinator and SoftBank. Our mission is to empower enterprises worldwide to scale their automation initiatives with best-in-class governance, orchestration, and developer tools. We believe that automation projects are fundamentally software projects, which is why we advocate a high-code approach rooted in Python. Our commitment to innovation has enabled us to serve over 1,000 companies in 73 countries, and we continue to expand through strategic partnerships around the globe.

We recently raised a $12M Series A, led by Four Rivers with participation from Y Combinator, SoftBank, and top industry leaders such as Lew Cirne (New Relic), Rod Johnson (Spring Source), and Walter Kortschak (Summit Partners | Firestreak Ventures). With 1,000+ customers in 70+ countries, including Bayer and LG, and recognition by G as one of the world's top 25 emerging platforms, BotCity is scaling fast. 

We're a global remote company with teams across the US and LATAM, united by a shared vision to redefine how enterprises build and manage automation. If you're looking for an environment that values impact, autonomy, and excellence, we'd love for you to join us on this journey.

Role Overview

The Solution Consultant will be responsible for ensuring customer satisfaction through fast, quality technical support and a stellar customer experience to support BotCity's aggressive growth plans. We are seeking an experienced professional with a robust experience in Python, RPA, and Automation, with outstanding problem-solving and communication skills, capable of building relationships with and delivering quality training to technical users. This position will report to the Head of Automation Experience.

Responsibilities

• Provide first-level technical support to customers via video conference, email, and chat, resolving issues related to software applications and services.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues by collaborating with internal teams and utilizing support tools.
• Document and track all customer interactions, issues, and resolutions in the support ticketing system, ensuring timely follow-up and closure.
• Own the solution to tickets end-to-end, escalating complex issues to higher-level support or development teams, providing detailed information, and following up until resolution.
• Develop and maintain knowledge base articles, FAQs, and technical documentation to assist customers and internal team members.
• Build long-lasting relationships with developers and other technical users.
• Conduct user training sessions and webinars to improve customer knowledge and product utilization.
• Provide feedback to the Product, Customer Success, and other internal teams to enhance the company's offerings.
• Contribute to BotCity's strategic plan by providing insights into technical support best practices, challenges, and lessons learned.

Required Qualifications

• Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, or a related field.
• Proven experience (2+ years) in a technical support or helpdesk role, providing support for software applications.
• Robust experience coding in Python.
• Relevant hands-on experience with Python RPA and Intelligent Automation projects.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues effectively and efficiently, escalating when needed in a timely manner.
• Excellent written and verbal communication skills, as well as good relationship-building abilities.
• Experience with support tools and ticketing systems such as (but not limited to) Zoho, Zendesk, and Jira.
• Experience working with MS Office/Excel, Google Suite, Notion, Slack.
• Ability to travel as needed to meet the team.
• Portuguese and English - Fluent.

Preferred Qualifications

• Prior experience with technical consulting and software implementation.
• Experience working with BotCity products.
• Experience with providing technical support to global teams.
• Ability to create and deliver technical training materials and user guides.
• Prior experience in an early-stage, high-growth, and fast-paced startup environment.
• Spanish - Advanced (Reading, Comprehension, and Writing).

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