Senior Solution Engineer, Professional Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Engage with customers throughout their onboarding, implementation, launch/go-live, optimization, adoption, and expansion journey, serving as their trusted technical advisor and partner at Nylas.

• Conduct technical discovery sessions with customers to gain insights into their business goals, workflows, integration needs, and technical limitations.

• Convert customer requirements into optimal solution designs and implementation strategies.

• Serve as a reliable technical advisor during the onboarding, validation, optimization, and launch stages.

• Clearly articulate complex technical concepts to both technical and non-technical stakeholders.

• Evaluate customer solution architectures, workflow designs, and integration strategies, providing recommendations based on Nylas best practices.

• Assist customers as they set up, test, and validate solutions utilizing Nylas’s products.

• Offer technical support and consultation, along with best practices for proof-of-concept initiatives and paid Professional Services projects.

• Proactively identify technical risks, dependencies, and obstacles early on and facilitate their resolution.

• Collaborate with Engineering and Product teams regarding customer requirements, product deficiencies, and escalations.

• Manage customer escalations in conjunction with the Customer Success and Technical Support teams.

• Contribute to the scoping of Statements of Work, effort estimation, and delivery planning.

• Keep precise project documentation, implementation notes, and customer status updates.

• Monitor engagement progress, milestones, and customer outcomes.

• Enhance repeatability by developing templates, playbooks, and reusable technical resources.

• Work closely with Sales and Marketing, Customer Success, Tech Support, Product, and Engineering teams.

• Support internal and external enablement initiatives.

• Share customer insights and technical knowledge with the wider organization.

• Engage in process improvements that boost delivery quality and operational efficiency.

• Shape product direction through insights gathered from customers and delivery experiences.

⛳️ Requirements

• 3–7 years of experience in Solution Engineering, Sales Engineering, Technical Consulting, Professional Services, or Solution Architecture.

• Excellent communication and presentation skills when engaging with customers.

• Proficient in APIs, OAuth, webhooks, cloud/SaaS integrations, and other developer tools.

• Familiarity with implementation methodologies and customer onboarding processes.

• Ability to troubleshoot technical issues across various systems.

• Experience managing multiple customer engagements concurrently.

• Strong organizational and project management capabilities.

• Capacity to work independently in dynamic environments.

• Bachelor’s degree, MBA, or a technical degree (Engineering, Computer Science) is highly desirable.

🏝️ Benefits

• Competitive commission plan.

• Equity package aligned with our growth trajectory and stage.