Solution Engineer – Post Implementation

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

📋 Description

• Serve as the main point of contact through Certa's support portal

• Analyze, troubleshoot, and resolve break/fix issues, user errors, and "how do I" inquiries

• Maintain clear and professional communication throughout the ticket lifecycle

• Possess in-depth knowledge of Certa configurations, workflows, and data structures

• Evaluate and confirm configurations in test environments to determine root causes

• Offer best-practice advice without making ongoing configuration changes on behalf of customers

• Triage and prioritize incoming tickets effectively

• Manage tickets in accordance with defined SLAs

• Escalate complex issues to Product or Engineering with detailed reproduction steps and documentation

• Differentiate between Support work and Managed Services or change requests

• Route out-of-scope or new configuration needs through Customer Success or Managed Services

• Document issues, resolutions, and common patterns in both internal and customer-facing knowledge bases

• Highlight recurring friction points to Product and Engineering

• Identify trends in support issues and propose platform and process enhancements

• Stay updated on new Certa features through continuous training and enablement

• Support the stability, reliability, and proper use of the Certa platform

⛳️ Requirements

• 1–3 years of experience in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment

• Ideally, experience in ticket-based, SLA-driven support models

• Strong understanding of SaaS configuration concepts, including workflows, data models, permissions, and logic

• Ability to systematically troubleshoot configuration and integration issues

• Familiarity with APIs, RESTful services, and JSON is preferred

• Bachelor's degree is preferred; Engineering or equivalent experience is a plus

• Excellent written and verbal communication skills

• A curious and analytical mindset

• Ability to remain calm and organized under pressure

• Strong sense of ownership

• Comfort in operating within established processes and boundaries

• Experience in supporting enterprise customers is a plus

• Exposure to ERP or third-party integrations is a plus

• Familiarity with workflow automation, risk, compliance, or KYC platforms is a plus

• Availability aligned with U.S. Pacific Time business hours

• Role based in India

🏝️ Benefits

• Competitive salary plus bonuses and equity

• 49 days of paid time off

• Paid time off (PTO)

• Comprehensive benefits package

• Retirement plans

• Wellness plans

• Support for professional development

• Bonus for remote workspace setup

• Annual company offsites in exciting locations worldwide