Solution Consultant

Company and Role Overview

BotCity is a pioneering hyperautomation platform backed by notable investors including Y Combinator and Softbank. Specializing in RPA and AI, we provide advanced governance, orchestration, and developer tools to enable enterprises to scale their automation initiatives effectively. With a philosophy that automation projects are software projects, we advocate a high-code approach, primarily using Python. Serving over 1,000 companies across 73 countries, BotCity has established a strong global presence with implementation partners worldwide. In 2024, we were celebrated on as one of the world's top 25 emerging platforms alongside industry giants like MidJourney, WhatsApp Business, and Slack. Recognized by Endeavor as a ScaleUp in 2023, and growing at a double-digit monthly rate, our dynamic teams are located across Brazil, the US, and Europe.

BotCity has been widely recognized for its excellence in Automation Experience in the RPA and Automation industry. As part of this team, 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 Python, RPA, and Automation experience 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 videoconference, 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; provide insights into technical support best practices, challenges, and lessons learned.

Requisitos:

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 as well as good relationship-building skills.
• 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.
• 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).