Solution Engineer I

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

📋 Description

• Set up advanced technical solutions to assist clients, resolving intricate technical issues and product queries related to Onit’s suite of offerings.

• Diagnose, troubleshoot, and address technical challenges across the product stack, providing swift and effective solutions.

• Guarantee a smooth client experience by addressing issues and supporting ongoing business requirements.

• Work collaboratively with internal teams such as Engineering, Product Management, Global Support, and Professional Services to ensure thorough resolution of client concerns and to promote product enhancements.

• Recognize and escalate recurring issues or trends to development teams to enhance product functionality and minimize future support requests.

• Act as a technical consultant for clients, offering insights and recommendations on best practices for utilizing Onit’s products to achieve business objectives.

• Conduct performance optimization of Onit’s products and solutions, ensuring effective operation and addressing any performance bottlenecks or issues.

• Participate in continuous improvement initiatives by providing feedback on product features, functionality, and customer needs.

⛳️ Requirements

• Over 2 years of experience in advanced customer support, ideally in a SaaS (Software as a Service) environment.

• Bachelor’s degree in Computer Science, MIS, or a related field, or equivalent experience.

• Proficiency in Ruby programming, with a general to advanced level of knowledge.

• Familiarity with Python and its use in software development and support.

• Previous experience with SaaS implementations/integrations.

• Strong understanding of programming fundamentals (e.g., algorithms, data structures, coding best practices, etc.).

• Proven ability to rapidly grasp business requirements and expectations.

• Exceptional verbal and written communication skills, capable of effectively conveying complex technical concepts to both technical and non-technical audiences.

• Detail-oriented with excellent organizational skills.

• Previous experience with Business Process automation/management tools.

• Proficient in Microsoft Office Suite and general documentation skills.

• Strong multitasking abilities, with the capacity to prioritize and manage multiple projects simultaneously in a dynamic environment.

• Experience with liquid templating language is a bonus.

• Experience in the legal industry is advantageous but not mandatory.

🏝️ Benefits

• Health Coverage Choices: Three medical plan options, along with dental and vision coverage, allowing you to select the best fit. Employees enrolled in our HDHP plan also benefit from an employer contribution to the HSA.

• Retirement Savings: 401(k) plan with a 100% match on the first 3% and 50% on the next 2% of employee contributions.

• Time Away: Flexible paid time off, including 7 sick days and 9 paid company holidays each year.

• Family Support: Generous paid leave for birth parents, non-birth parents, and caregivers, with additional reimbursement options for surrogacy and adoption.

• Income Protection: 100% employer-paid life and disability insurance.

• Additional Coverage Options: Voluntary benefits such as hospital indemnity, critical illness, accident, and even pet insurance.

• Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA.

• Community Engagement: One paid volunteer day each year to give back to the community.