Solutions Engineer

Mason is the only fully managed infrastructure for developing and delivering dedicated devices. We make it easy for anyone to turn an idea into a smart product and ship it to anywhere in the world. Our mission is to enable our customers to create smart and sustainable products on behalf of humanity. Mason is looking for a Solutions Engineer to partner closely with our sales, product, operations, and customer success teams to deliver an outstanding experience for our customers and knowledge to prospects. In addition, this role will have an influential impact on improving our products, support infrastructure, knowledge base, and more. You’ll present technical best practices to customers and prospective customers and serve as a thought partner while helping to sell to and support customers. You’ll not only influence individual deals, but also help build out processes and tools that serve as the foundation for a future Sales/Solutions Engineering team. This role is critical for the success of our customers, who are using Mason for many use cases: from digitizing clinical trials to improving warehouse efficiency to streamlining retail payments and more. Mason's core product is mobile infrastructure as a service ("mobile IaaS") — think elastic, customizable hardware + software + services. Mason is looking for a complex combination of grit, smarts, ingenuity and diverse perspectives (and more!). Check out our values and see if they resonate!  What you’ll work on:  Build rapport and establish credibility with client stakeholders including Business, IT and Executive personas.  Consult, advise and answer complex questions on Mason’s solutions - including, but not limited to Android OS custom configurations, Mason's Android SDK integrations, and Mason's Platform REST API implementations. Prepare and present customer demos for Mason’s solutions Systematically share feedback from GTM conversations with product and engineering teams as Voice of Customer. Design a robust, scalable infrastructure with our operations, customer success, sales, and product teams  Utilize product domain expertise to serve as a trusted technical advisor to customers. Roll out new software releases and system upgrades and resolve software and hardware-related compatibility problems Provide support of escalated issues, including extensive troubleshooting tasks, with responsibilities covering multiple products, features, and services and resolving issues within SLAs Identify and document product bugs and feature requests and work with internal teams as well as customers to implement effective solutions Work closely with software development engineers, infosec team and product managers to improve our products and champion the voice of the customer Drive the creation and evolution of the Mason knowledge base to educate customers detailing the symptoms, cause and solutions of common and/or known issues. What you bring to the table:  BS in Computer Science, Engineering or a related technical field Passionate about customer success and new technology Proven ability to thrive in ambiguous and dynamic work environments Strong scripting, programming, and coding capabilities Experience with one or more of the following operating systems: UNIX/Linux, Windows, macOS Technical deep dive, problem-solving, troubleshooting 5+ years of professional software development and technical support experience Familiarity with Android mobile development framework and microservices Proven ability to recognize process improvements and tools improving cross-functional operational efficiency and the initiative to take ownership of implementation     Bonus points for:  Experience working with hardware or physical devices Experience with networking (WiFi, VPNs, etc.) Experience with building advanced SQL queries Compensation : $104,000 - $130,000 USD Benefits and Perks: Remote-forward: Employees may choose to work fully remote, in-office, or hybrid. Generous PTO: Flexible PTO plan or generous accrued PTO, plus monthly mental health days during the pandemic. Parental Leave: Caring for a new child is an exciting time for parents! We offer 16 weeks of paid parental leave. Healthcare: Fully paid premiums of medical, dental & vision insurance for you, your spouse & dependents. Coverage starts 1st of the month, on or after hire. Fitness & Wellness: Quarterly reimbursement for qualified fitness & wellness expenses. Retirement: Tax-advantaged 401k account to help you reach your retirement goals. FSA: Healthcare, Dependent Care & Commuter FSAs for tax-advantaged savings toward eligible expenses. Home Office: Spot bonus & monthly stipend for qualified home office expenses. Commuter/Food: Monthly bonus to supplement commuter & food costs. Full benefits are offered to regular full-time employees. Part-time employees participate on a limited basis. Diversity, Equity & Inclusion at Mason Belonging, psychological safety, and inclusivity unlock a Mason’s full potential. We don’t want Masons to quietly assimilate into a dominant culture and sacrifice a piece of themselves. We want our team members to be seen, validated, and welcomed.    Mason America, Inc. (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.   Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if you need assistance completing any forms or to otherwise participate in the application process.