Team Lead, Solutions Engineering

Job description

About the Role As a Solutions Engineer Team Lead at NinjaOne, you’ll be both a technical expert and a people leader. You'll play a key role in delivering exceptional post-sales support and pre-sales consultation, while also guiding, coaching, and growing a high-performing team of Solutions Engineers. From onboarding and continuous education to ticket management and strategic feedback loops, you will be a critical bridge between customer needs and internal improvement. Location - Berlin, Germany What You’ll be Doing Team Leadership & Development Lead onboarding and training for new SEs, transitioning from support with SE Manager to owning the full training lifecycle Serve as the go-to resource for Associate SEs (ASEs), answering questions, reviewing tickets, and maintaining training quality Conduct regular check-ins (bi-monthly) with team members to provide coaching, career guidance, and empowerment Monitor trends in customer pain points and escalate relevant insights to leadership Facilitate knowledge sharing and continued education within the team Proactively manage Express Lane operations and ensure ticket SLAs and customer service standards are met Customer-Facing Solutions Engineering Prepare and deliver technical presentations to customers and prospects Guide customers through successful implementation of NinjaOne’s solution Collaborate with sales and account management teams to support both pre- and post-sales customer needs Take initiative on support tickets, ensuring timely and accurate follow-up Troubleshoot issues primarily within Windows environments; knowledge of Linux/Mac a plus Sit in on customer calls with SEs to provide real-time coaching and feedback Actively contribute to consulting process improvements and product feedback loops Cross-Team Collaboration Work closely with Engineering, Product Management, and other internal departments to resolve critical issues and improve customer outcomes Develop and maintain internal knowledge base content to scale solutions across the organization Other duties as needed About You 4+ years of experience as a Sales/Solutions Engineer, with mentoring or leadership experience strongly preferred Deep understanding of Windows environments; familiarity with Linux/Mac OS a plus Strong problem-solving skills with a customer-first mindset Excellent communication and interpersonal skills — you're clear, concise, and collaborative Professional proficiency in English and French or German Highly organized, proactive, and able to manage multiple priorities Comfortable working independently and cross-functionally in a hybrid environment Motivated self-starter with a passion for teaching and team growth Bachelor’s degree preferred but not required 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. #LI-RS1