Why This Job is Featured on The SaaS Jobs
This Associate Solutions Engineer role sits at a core SaaS inflection point: the handoff from evaluation to implementation and early adoption. Working across trials, onboarding, and the first month post go live places the function close to the product’s real world usage, where friction shows up quickly and where crisp guidance can influence whether a subscription becomes a long term customer.
For a SaaS career, the value is the breadth of exposure across the customer lifecycle and internal teams. Partnering with sales, account management, and support builds practical fluency in how SaaS organizations coordinate around retention and time to value. The mix of ticketing workflows, documentation, and issue triage also develops habits that translate across SaaS environments, particularly in roles that bridge technical detail with customer outcomes.
The listing signals a good match for someone early in a solutions engineering path who enjoys structured problem solving and consistent follow up. It should suit professionals comfortable switching between email, phone, and ticket queues, and those who like turning recurring questions into clearer processes and knowledge base content. Spanish and English fluency points to a role supporting a multilingual customer base within a global SaaS context.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role
As an Associate Solutions Engineer at NinjaOne you will play a critical role in the customer lifecycle from early sales software trials to 30 days post implementation. In your role you will be front line response to customer inquiries through email, phone and ticketing systems (ZenDesk) and will evaluate complexity of requests, supply instruction and documentation to clients in a timely manner or escalate to support or senior sales engineers. Through your service, organized project management and knowledge, potential customers will have an opportunity to see and feel what our world-class support experience is all about. As an integral part of the team, you will streamline the onboarding experience and shorten the time to customers going live on our platform, while delivering an exceptional service experience.
Location - Berlin, Germany
What You’ll be Doing
- Guide our customers through the implementation of the NinjaOne solution
- Work closely with our sales teams to understand customer requirements and provide sales support
- Partner with our account management department to meet the needs of our existing customers
- Take initiative and provide prompt, accurate follow-up to tickets and support calls
- Collaborate with cross-functional teams to resolve critical product issues, develop solutions to minimize cycle time for problem resolution and make improvements for future releases
- Share knowledge of issues and corresponding resolutions or workarounds with partner teams such as the creation of new knowledge base articles
- Work a set schedule Monday - Friday 9am - 6pm Berlin time
- Other duties as needed
About You
- At least 2 years' experience in a customer service-related position
- Fluent in Spanish and English
- Previous experience with IT software helpful, but not required
- Proficient in Windows (Windows registry, services, etc.) and have working knowledge of Linux/Mac
- You exercise sound judgment and prioritize based on customer impact
- As a lifelong learner you are adaptable to new technologies and embrace change
- Polished verbal and written communication skills that deliver messages with a customer first mindset
- You can work independently and with a team in a global environment
- Ability to efficiently multi-task with several tools, work independently and prioritize tasks, honor rules of engagement and follow policies, processes and procedures
- You are highly organized
- Experience with ZenDesk or other CRM ticketing software preferred
- Driven and self-motivated you; you set the pace for yourself and others around you
- Customers, clients and teammates see you as a problem solver that brings all the details to the solution
- Empathy, patience and a sense of humor - we work hard and have fun doing it!
About Us
NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
What You’ll Love
Grow personally and professionally with one of the fastest growing companies
Enjoy your lunch covered by NinjaOne 3 times/week at the office
Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)
Develop your skills through our renowned training platform
Receive competitive compensation
Collaborate with a curious, kind, international and intercultural workforce
Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit)
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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