Support Engineer

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

📋 Description

• Take ownership of up to three partner ecosystems from the signing phase to a stable operating state.

• Participate in partnership agreements prior to closure to strategize sales, implementation, and support roles.

• Propel partner customers to go live, increase ecosystem Annual Recurring Revenue (ARR), and enhance the ability of partners to execute implementations autonomously.

• Provide training for partner sales, customer success, and implementation teams.

• Create enablement materials and launch playbooks.

• Collaborate with Customer Engineering to ensure partner front-line support is certified.

• Initiate partner customer launches and translate insights into repeatable processes.

• Design partnership integrations, encompassing REST API and MCP utilization, data transfer, and workflow management.

• Determine whether tasks should be executed by onboarded engineers, partner engineers, or both.

• Evaluate partner technical designs and pinpoint scalability challenges.

• Draft requirements and user stories for engineering teams.

• Prioritize product requests and test the functionality of released features.

• Maintain a documented perspective on each ecosystem, recognizing adoption barriers and advising on whether to invest, maintain, or discontinue efforts.

• Transition ecosystems to Customer Engineering once partners can independently manage most implementations.

⛳️ Requirements

• At least 4 years of experience in partner solutions, solutions architecture, solutions engineering, product, or implementation leadership at a software company, or a minimum of 2 years in a builder or founder role at a startup.

• Proven experience in enabling a channel, launching an integration initiative, or driving adoption within an existing customer base.

• Proficiency in utilizing AI tools as a catalyst for enablement content, requirement gathering, adoption analysis, prototyping, and related tasks; this requirement is non-negotiable.

• Capability to design comprehensive integrations involving APIs, webhooks, authentication, data models, and record synchronization.

• Experience collaborating with another company's engineering team, articulating product building processes, and reviewing technical designs.

• Skill in whiteboarding systems and identifying potential failure points prior to implementation.

• Experience in training another company's sales or implementation teams.

• Ability to engage in strategic discussions with partner product and partnership leaders and navigate launches with implementation teams.

• Background in staffing, ATS or HRIS software, or employment compliance is a valuable asset, although not mandatory.

• Willingness and capability to travel up to 25% of the time.

🏝️ Benefits

• Competitive salary alongside equity in a rapidly growing startup.

• Variable compensation linked to the growth of the ecosystems you oversee.

• Comprehensive health, dental, vision, and retirement benefits.

• Remote-first culture with options for in-person collaboration.

• An opportunity to shape the processes that enhance every partner ecosystem we establish.

• Up to 25% travel required.