Pre-Sales Engineer

About EdgeTier

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.

You will be doing:

• 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).

• (nice to have) Experience working with data analytics tools (e.g., SQL, Python, BI dashboards) and data transformation concepts (ETL, pipelines).

• Excellent presentation and storytelling skills — able to communicate complex concepts to both technical and business audiences.

• Strong Customer experience knowledge.

• Deep customer empathy and ability to connect technical functionality with business outcomes.

Nice-To-Have Skills:

• Master’s degree in a technical or analytical field.

• Ideal previous experience in AI-driven analytics company

• Experience in AI/ML, data visualization, or customer analytics environments.

• Familiarity with cloud-native architectures (e.g., GCP, AWS, Azure) and data warehouse integrations.

• Exposure to natural language processing (NLP) or conversational analytics.

• Experience managing proof-of-concepts and pilots, defining scope, configuring integrations, analyzing performance, and ensuring measurable ROI.

• Previous experience in scaling pre-sales processes within a high-growth SaaS organization.

• Enterprise customer knowledge and experience

• Previous experience working within a Start-Up organisation environment.

• Previous experience working with customer support data

• 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-sales 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, strong potential career growth as the team scales.

EdgeTier Company Values

At EdgeTier, we’re passionate about building a team of high performers who believe in our mission. Guided by our four core values, we ensure these principles shape everything we do, including how we grow our team.

1. Be Accountable

Take ownership of your work and do it with integrity and to the best of your ability. Be honest about the challenges faced and tackle them head-on. Whether we win or lose, we learn and grow as a team.

2. Deliver Value to Customers

We focus on delivering real value to our customers. Our products are built to help them succeed, and we work to ensure it does. Solving problems and making things easier for our customers is at the core of everything we do.

3. Keep Growing

We’re always learning and improving, whether it’s getting better at what we do, learning something new, or making our products even better, we’re always pushing ourselves to embrace the challenge and get out of our comfort zone.

4. Have Craic & Be Sound

We’re passionate about what we do, but we also know how to have the craic (fun!). Being sound means respecting each other and creating a space where everyone can be themselves and enjoy coming to work.

Why you should join us

• Be part of an Irish company that's innovating and revolutionising the customer service industry globally!

• We're humble, but have won lots of awards. #11 in Deloitte's Technology Fast 50, Sifted Europe's Fastest-Growing Startups, Wired Europe's Hottest Startups, Technology Innovation of the Year, + many more!

• Everyone at EdgeTier shares in the success. We offer generous share options, and a bonus structure to round out each compensation package.

• Keep Growing budget of €2,000 annually to spend on your professional growth and learning.

• Enjoy your time outside of work with 23 days of annual leave in addition to annual company shut-down days, a fully paid sabbatical after 4 years of service, and increasing leave entitlements with continued tenure.

• We invest in your health & wellbeing with health insurance, a bike-to-work scheme, and future security with a company-matched pension plan (for Ireland-based employees).

• We mean business when it comes to having the craic. Join us for our legendary company get-togethers and off-sites!

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 at EdgeTier. 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.

Thinking of using AI as a part of your job application? Please read our AI recruitment policy before you do.

Agencies: Please note that we have an internal sourcing model, and do not require agency assistance. Unsolicited CVs will not be accepted.