Solutions Engineer

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

📋 Description

• Deliver prompt technical assistance to clients through various channels, such as phone, email, chat, and remote sessions.

• Be readily accessible to answer incoming customer calls throughout all scheduled working hours as part of a coverage-based support framework.

• Participate in a coverage-oriented support team, ensuring availability during designated hours to address urgent support inquiries and facilitate real-time issue resolution.

• Provide support to a geographically diverse customer base by covering designated time zones across Canada and the United States.

• Operate within a specified regional coverage model, with schedules aligned to business requirements and customer demand across North American time zones.

• Manage a support case queue, balancing real-time client interactions with the prompt resolution of email and ticket-based queries.

• Proactively assume responsibility for incoming issues, determining next steps and driving resolutions independently.

• Investigate, troubleshoot, and resolve intricate technical challenges related to product functionality, integrations, and system performance.

• Reproduce customer-reported issues, conduct root cause analysis, and implement effective solutions or workarounds.

• Collaborate with Product, Engineering, and Customer Success teams to escalate and resolve product defects or significant issues.

• Aid in solution configuration and optimization to align with customer and business requirements.

• Create and maintain technical documentation, knowledge base articles, troubleshooting guides, and best practices.

• Monitor support trends, identify recurring issues, and propose product or process enhancements.

• Keep accurate records of cases, issue documentation, and resolution details in support systems.

• Contribute to ongoing improvement initiatives that boost team efficiency, service quality, and customer satisfaction.

⛳️ Requirements

• Over 1 year of experience in technical support, solutions engineering, application support, or a comparable customer-facing technical role.

• Strong troubleshooting, analytical, and problem-solving abilities.

• Demonstrated capacity to work independently as a self-starter, taking full ownership of problems from start to finish and proactively leading solutions with minimal oversight, while effectively determining next steps without needing exhaustive direction.

• Experience in supporting SaaS platforms, web applications, APIs, or enterprise software solutions.

• Basic knowledge of SQL, APIs, JSON, and scripting languages (e.g., Python, JavaScript, or similar) is a significant asset.

• Familiarity with CRM, ticketing, or support platforms such as HubSpot, Zendesk, or Linear.

• Outstanding written and verbal communication skills, with the ability to clarify technical concepts to both technical and non-technical audiences.

• Excellent organizational skills, capable of managing multiple priorities in a fast-paced environment.

• A collaborative approach and a passion for providing exceptional customer experiences.

🏝️ Benefits

• Base Salary: $70,000 CAD + Bonus

• Equity Package

• Flexible PTO

• Fully Paid Group Insurance