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At EdgeTier, we empower customer care teams by seamlessly combining AI, automation, and human expertise. Our award‑winning technology enables some of the world’s most innovative companies to deliver exceptional customer service while gaining deeper insights into their customers.
We’re on a mission to revolutionise customer service by embedding AI into every interaction, creating seamless and impactful experiences. Our cutting‑edge solutions help high‑volume B2C brands transform customer experiences by analysing and optimising every touchpoint.
This is an incredible opportunity, and we’d love for you to join us on this journey!
About the Role
As a Pre‑Sales Engineer at EdgeTier, you’ll serve as the technical expert and trusted advisor for prospective customers. You’ll work closely with the sales team to understand client challenges, craft tailored demonstrations, and design data‑driven solutions powered by EdgeTier’s AI technology. Your goal: to connect technical capability with business value, ensuring customers clearly see how EdgeTier transforms customer service operations.
This role blends technical consulting, data storytelling, and solution design, making it ideal for candidates who thrive at the intersection of AI, analytics, and customer engagement.
Responsibilities
* Lead technical discovery with prospects to uncover pain points, data structures, and operational processes in customer service environments.
* Design and deliver tailored demonstrations of EdgeTier’s products that address customer‑specific needs, using real‑world data and relevant use cases.
* Translate business challenges into technical solutions leveraging EdgeTier’s platform capabilities — including APIs, AI models, dashboards, and analytics workflows.
* Respond to RFPs and security/compliance questionnaires, working with internal experts to provide architecture diagrams, data flow documentation, and security overviews (EdgeTier is ISO 27001 certified).
* Collaborate cross‑functionally with Sales, Product, and Engineering teams to ensure solution feasibility and influence product direction based on customer feedback.
* Act as a technical thought leader, educating customers on AI in customer service, data‑driven QA, and operational analytics.
* Contribute to pre‑sales assets such as slide decks, ROI models, demo environments, and competitive positioning guides.
* Ensure smooth post‑sale handover by providing documentation and technical context to Implementation and Customer Success teams.
About You
* Bachelor’s degree in Computer Science, Engineering, Data Science, or a related technical discipline (or equivalent practical experience).
* Ideally 4–6 years of experience in a Sales Engineering or Solution Consulting role or Pre‑Sales for a SaaS company.
* Demonstrated success in technical pre‑sales, POCs, and data integrations for enterprise clients.
* Strong understanding of API integrations, SaaS platforms, and customer service technologies (e.g., Zendesk, Salesforce, Intercom, Freshdesk).
* Experience with data analytics tools (SQL, Python, BI dashboards) and data transformation concepts (ETL, pipelines) is a plus.
* Excellent presentation and storytelling skills — able to communicate complex concepts to both technical and business audiences.
* Strong customer experience knowledge, deep empathy, and ability to connect technical functionality with business outcomes.
Nice‑To‑Have Skills
* Master’s degree in a technical or analytical field.
* Experience at an AI‑driven analytics company.
* Experience in AI/ML, data visualization, or customer analytics environments.
* Familiarity with cloud‑native architectures (GCP, AWS, Azure) and data warehouse integrations.
* Exposure to NLP or conversational analytics.
* Experience managing proof‑of‑concepts and pilots, defining scope, configuring integrations, analysing performance, and ensuring measurable ROI.
* Previous experience scaling pre‑sales processes within a high‑growth SaaS organization.
* Enterprise customer knowledge and experience working in a startup environment.
* Experience working with customer support data and knowledge of telephony datasets.
Success Metrics
* Conversion rate from demo or proof‑of‑concept to closed deal.
* Customer satisfaction and engagement throughout the pre‑sales process.
* Quality of technical documentation and handover to post‑sale teams.
* Contribution to revenue growth through solution design and technical advocacy.
* This will be the first Pre‑Sales team hire to work alongside the sales AE’s and Implementation teams, with strong potential career growth as the team scales.
Company Values
* Be Accountable – Take ownership of your work, be honest, and tackle challenges head‑on.
* Deliver Value to Customers – Focus on delivering real value and making things easier for customers.
* Keep Growing – Continuously learn, improve, and embrace challenges.
* Have Craic & Be Sound – Respect each other and create a space where everyone can be themselves while having fun.
Why You Should Join Us
* Be part of an Irish company that’s innovating and revolutionising the customer service industry globally.
* We’ve won numerous awards, including Deloitte’s Technology Fast 50, Sifted Europe’s Fastest‑Growing Startups, Wired Europe’s Hottest Startups, and Technology Innovation of the Year.
* Everyone at EdgeTier shares in the success – generous share options, a bonus structure, and a €2,000 annual professional growth budget.
* Enjoy 23 days of annual leave, fully paid sabbatical after 4 years of service, and increasing leave entitlements.
* We invest in your health and wellbeing with health insurance, a bike‑to‑work scheme, and a company‑matched pension plan for Ireland‑based employees.
* Join legendary company get‑togethers and off‑sites for fun and networking.
Equal Employment Opportunity
EdgeTier provides a safe environment that encourages personal and professional growth, nurtures trust, facilitates the development of new values, and fosters long‑lasting connections. We take great pride in being an Equal Employment Opportunity employer. We are committed to a discrimination‑free workplace and do not engage in employment discrimination based on race, religion, colour, national origin, ancestry, membership in the travelling community, physical disability, mental disability, medical condition, marital status, gender, gender identity, age, sexual orientation, or any other protected status. This policy encompasses all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
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