Solutions Engineer

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

📋 Description

• Facilitate enterprise onboarding sessions and technical discovery with complete responsibility for results.

• Set up the CommandLink ITSM platform: including services, workflows, automation rules, escalation policies, and reporting.

• Design and implement alerting and monitoring policies that align with SLAs/SLOs.

• Manage integrations with external ITSM systems (ServiceNow, Jira, Freshservice) through APIs/webhooks.

• Serve as the primary technical owner for designated enterprise accounts — responsible for adoption, satisfaction, and technical success.

• Assist customers in adopting ITSM workflows, monitoring, and AIOps capabilities.

• Conduct QBRs and proactively present improvement plans, going beyond mere recommendations.

• Diagnose and promptly resolve workflow, alerting, and integration issues with urgency and accuracy.

• Participate in customer-facing sales calls as the technical expert on ITSM, monitoring, and workflow automation.

• Collaborate with sales engineers to create solutions and ensure all requirements are thoroughly addressed.

• Provide platform demonstrations that effectively display execution-ready solutions.

• Take on additional responsibilities and projects as necessary to support the team's and organization's success.

⛳️ Requirements

• A minimum of 3 years, with 5+ years preferred, in a Solutions Engineering, Technical Account Management, Post-Sales, Pre-Sales, or Technical Support role.

• Relevant experience at a SaaS company is mandatory.

• Demonstrated success in owning enterprise customer outcomes from start to finish, not merely advising.

• Strong practical knowledge of ITSM platforms (ServiceNow, Jira Service Management, Freshservice).

• Experience in monitoring, alerting, AIOps, and workflow automation.

• Knowledge of ITIL processes (incident, change, problem).

• Hands-on experience with alerting/monitoring concepts and event correlation.

• Familiarity with APIs, JSON, webhooks, and basic scripting (Python/PowerShell preferred).

• Understanding of enterprise integrations and multi-tenant SaaS delivery.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision coverage for full-time employees.

• Flexible time off policy.

• 401k plan to assist in saving for the future.

• Exciting events at enjoyable locations.

• Complimentary DoorDash lunches on Fridays.

• Employee referral bonuses to incentivize bringing great new talent to the team.