Solutions Engineer | REMOTE (ONTARIO)

2+ years of experience in a customer facing technical role (like Technical Support, IT, Junior Implementation, or similar) supporting SaaS implementations. Genuine passion for helping customers succeed and an interest in learning about SaaS customer success models. Experience in achieving implementation milestones including driving Time to First Value and delivering success criterias. Analytical minded, love learning new software, configuration management and comfortable helping customers with data mapping and migration. Genuine interest to explore new AI advancements, a commitment to learning how to leverage AI tools, and are actively seeking how it can evolve your work. Natural problem-solver with exceptional attention to detail. Organised and have experience supporting technical projects, tracking time, reporting on progress, and identifying risks. Clear and professional communication skills (verbal, video, and written). Comfortable in customer-facing interactions and documenting business processes. Excited to build a career in customer value, eager to learn from a senior team member, and thrive in a fast-paced, collaborative environment. Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms (Nice to Have).

Partner with Senior Solutions Engineer and Account Director to manage customer portfolios. Take ownership of the full customer journey from implementation to long-term success. Manage day-to-day technical actions including configuration, workflow updates, and user permissions. Translate customer business processes into efficient Gatekeeper workflows. Act as the first line of technical support for customer portfolios. Build deep relationships to understand customer business processes and strategic goals. Proactively monitor customer health and identify optimization opportunities. Track key success metrics such as Time to First Value. Document customer configurations and key interactions. Identify and surface expansion opportunities. Support the renewal process by preparing data for strategic business reviews. Stay up to date with new product releases, best practices, and AI advancements.