Technical Solutions Engineer

• Serve as a technical subject-matter expert for enterprise platforms during client launches and deployments
• Provide implementation guidance and troubleshooting support
• Support clients during training and go-live activities, resolving adoption blockers
• Develop technical training, best-practice documentation, and configuration guides
• Track and communicate adoption metrics
• Implement custom configurations, scripts, dashboards, API integrations, data transformations, AI-agent configurations, and web-based applications
• Write and maintain full-stack code for client customizations and internal automation tools
• Architect and build web-based solutions tailored to client needs
• Coordinate on client-specific integrations, API customizations, and feature requests
• Develop workarounds and advocate for product enhancements
• Diagnose, troubleshoot, and resolve complex L2/L3 technical issues
• Perform root-cause analysis using SQL queries, log reviews, and systematic troubleshooting
• Manage incidents end to end, including reproduction, impact assessment, cross-functional resolution, fix validation, and stakeholder communication
• Escalate issues to Engineering and Product while maintaining ownership of client communication and resolution tracking
• Support production incidents and urgent deployments using secure deployment processes
• Create and maintain knowledge-base articles, troubleshooting guides, and best-practice documentation
• Identify support-ticket patterns and recommend data-supported product or process improvements
• Automate repetitive support tasks through scripting and workflow automation
• Contribute to test automation, regression testing, and user acceptance testing coordination
• Partner with Product Management, Engineering, and Implementation teams
• Participate in customer-success reviews and post-implementation check-ins
• Mentor junior support team members and contribute to knowledge-sharing initiatives

• At least five years of hands-on experience in technical support, customer-success engineering, or SaaS operations
• Full-stack development proficiency and ability to build web-based applications across front-end and back-end technologies
• Strong expertise in API design and integration, including RESTful APIs and webhooks
• Advanced knowledge of Model Context Protocol (MCP), including implementing MCP-based integrations or tools
• At least five years of SQL experience, including writing queries, analyzing data, and troubleshooting data-related issues
• Experience using AI tools and APIs to build AI-powered client solutions
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Customer-first mindset and strong sense of ownership
• Ability to learn new platforms and systems quickly
• Strong organizational skills and ability to manage multiple concurrent issues while meeting response-time expectations
• Comfortable working proactively in fast-paced and ambiguous environments
• Nice to have: proficiency in Python or another modern programming language for backend development and scripting
• Nice to have: experience with front-end frameworks such as React or Vue
• Nice to have: experience with ServiceNow, ticketing systems, or support-management platforms
• Nice to have: exposure to supply chain, procurement, or logistics
• Bachelor’s degree in Computer Science, Engineering, or a related field (nice to have)

• Inclusive working environment
• Commitment to authenticity, professional growth, and equity