Solutions Engineering Lead

📋 Description

• • As the Solutions Engineering Lead at Perplexity, you will be at the forefront of building and scaling our critical customer-facing operations. This is a unique opportunity to shape the future of how we interact with and support our rapidly growing user base, leveraging cutting-edge AI technology. You will be instrumental in establishing and growing both our Solutions Engineering and Customer Success Operations teams, ensuring that every user interaction is not just satisfactory, but exceptional. Your core mission will revolve around developing the essential tools, robust systems, and efficient processes that directly contribute to enhanced user satisfaction, effective feedback loops, and a strong, unified voice of the customer within Perplexity.
• • This role demands a strategic leader capable of managing people, designing sophisticated automations, building bespoke internal tools, and ensuring the seamless, scalable operation of our customer support infrastructure. You will be the architect of our customer success engine, making critical decisions about technology adoption, whether to leverage best-in-class external software or to develop in-house solutions, and ensuring seamless integration with our existing internal systems.
• • A key aspect of your responsibility will be to streamline our existing processes. As AI continues its rapid advancement, the need for manual intervention will diminish, paving the way for more intelligent workflows and powerful tools. You will be responsible for identifying and implementing these improvements, enabling individual team members to manage a broader scope of work and focus on higher-level, strategic initiatives. This includes optimizing response times, enhancing resolution rates, and driving overall efficiency across the teams you lead.
• • You will also play a pivotal role in accumulating and disseminating knowledge. This involves developing comprehensive onboarding programs, structured training curricula, effective support processes, and well-maintained help center content and knowledge bases. Your efforts will be dedicated to elevating the collective knowledge of your teams while simultaneously raising the bar for the quality of support and technical guidance provided to our users.
• • Data-driven decision-making will be central to your approach. You will be tasked with tracking and analyzing key performance metrics, such as average response times, first-contact resolution rates, and customer satisfaction scores (CSAT). By synthesizing both quantitative data and qualitative user feedback, you will iteratively guide improvements, ensuring our operations are continuously optimized and aligned with user needs.
• • Scaling our operations effectively is paramount. You will ensure that our internal systems, tools, and teams are designed and implemented in a way that can seamlessly scale alongside our expanding user base. This proactive approach to scalability will prevent bottlenecks and maintain high service levels even during periods of rapid growth.
• • In the pre-sales capacity, you will be responsible for developing and delivering compelling technical demonstrations. These demos will need to accurately and effectively communicate the breadth and depth of Perplexity's product features, highlighting the unique value proposition of a rapidly evolving AI product. You will articulate both the qualitative and quantitative benefits our solutions offer to potential clients.
• • Post-sales, your leadership will extend to guiding integration efforts, providing expert technical debugging assistance, conducting end-user training sessions, and establishing robust mechanisms for gathering customer feedback. This iterative feedback loop will be crucial for informing product development and ensuring ongoing customer success.
• • This role requires a hands-on leader who is not afraid to dive into the details, analyze complex issues, and resolve problems effectively. You will be a critical bridge between our product, engineering, and customer-facing teams, ensuring that Perplexity delivers an unparalleled experience to every user.