Technical Solutions Engineer

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

📋 Description

• Take charge of intricate customer escalations spanning integrations, APIs, CDN/edge environments, CMS platforms, and client settings.

• Identify root causes and collaborate directly with customer developers and technical teams to resolve issues.

• Hands-on configuration, testing, and troubleshooting of Schema App.

• Engage in high-complexity customer projects, including SSR/edge, CMS integrations, and agent actions.

• Ensure seamless transitions when Product or Engineering involvement is necessary.

• Lead customer integrations across hosted JavaScript, server-side rendering, edge rendering, Cloudflare, Akamai EdgeWorkers, CloudFront, Azure, AEM, Drupal, and other CMS platforms.

• Recognize technical risks and create scalable, reusable integration patterns.

• Mentor Customer Delivery teammates on integration scenarios and technical best practices.

• Contribute fixes, adapters, integration helpers, and targeted technical solutions through Engineering review processes.

• Transform recurring customer challenges into scalable product or integration enhancements.

• Provide Product and Engineering with relevant technical and customer context for prioritization.

• Leverage GenAI and other tools to expedite investigation, prototyping, and delivery.

• Assist customers in designing secure, scalable, and supportable NLWeb and agent action/fulfillment patterns.

• Create technical documentation, troubleshooting manuals, playbooks, and best practices.

• Enhance technical issue triage, investigation, escalation, and resolution processes.

• Mentor and empower Customer Delivery teams to tackle more technical challenges independently.

• Experiment with automation, GenAI, and improved workflows to boost delivery speed and quality.

• Establish a baseline within the first 90 days and enhance complex issue resolution each quarter.

• Ensure Engineering handoffs encompass reproduction steps, technical context, customer impact, completed troubleshooting, and a proposed way forward.

• Deliver at least two productizable results each quarter.

• Produce at least one reusable SSR/edge or significant CMS playbook or integration pattern every quarter.

• Develop enablement resources that foster independent technical issue resolution.

• Maintain high levels of customer and internal satisfaction with technical interactions.

⛳️ Requirements

• 3 - 5 years of practical, customer-facing technical experience in solutions engineering, field engineering, integrations, technical support engineering, or a related field.

• Strong foundational knowledge of web technologies, including JavaScript/TypeScript, HTTP, browser versus server-side rendering, and cross-stack debugging.

• Experience with CDN/edge computing or enterprise CMS integrations like AEM, Drupal, or comparable platforms.

• Comfortable navigating APIs, logs, unfamiliar customer technology stacks, and collaborating with customer developers and technical teams.

• Proficient in Git and code review processes, with the ability and willingness to initiate pull requests and collaborate with Engineering.

• Excellent written technical communication skills, encompassing clear escalations, troubleshooting documentation, and playbooks.

• Proven ownership mentality and proficiency in using GenAI tools to expedite technical investigations and delivery without sacrificing quality.

• Experience with schema markup, structured data, technical SEO, or knowledge graphs (preferred).

• Background in B2B enterprise SaaS environments (preferred).

• Familiarity with agentic systems, LLM tool-calling, MCP-style integrations, or related technologies (preferred).

• A history of converting customer-specific technical solutions into reusable product capabilities, integration patterns, or internal tools (preferred).

🏝️ Benefits

• Excellent health and wellness benefits, with coverage beginning immediately upon hire.

• RRSP matching.

• Flex days for recharging in addition to vacation days.

• A day off for your birthday.

• Weekly one-on-one discussions focused on Professional Development.

• Virtual team events organized by the Culture Club.

• An inclusive work environment.