Solution Engineer - Post Implementation
New
C
CertaSaaS, Risk Management
Certa is a remote-first company and we hire globally. We believe strongly in each team member working from the location that they choose., U.S. Pacific Time business hoursFull-TimeMiddle
SalaryTop of market salary + bonuses and equity
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Job Details
- Experience
- 1–3 years
- Required Skills
- RESTful APIsComplianceTroubleshootingJSONTechnical supportData modelingSaaS
Requirements
- 1–3 years of experience in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment.
- Experience in ticket-based, SLA-driven support models.
- Strong grasp of SaaS configuration concepts including workflows, data models, permissions, and logic.
- Ability to methodically troubleshoot configuration and integration issues.
- Exposure to APIs, RESTful services, and JSON.
- Strong written and verbal communication skills.
- Bachelor's degree preferred (Engineering or equivalent a plus).
- Experience supporting enterprise customers (nice to have).
- Familiarity with ERP, third-party integrations, workflow automation, risk, compliance, or KYC platforms (nice to have).
Responsibilities
- Act as a primary point of contact via the support portal to resolve break/fix issues, user errors, and 'how do I' questions.
- Maintain deep knowledge of platform configurations, workflows, and data structures to validate configurations and provide best-practice guidance.
- Triage and prioritize incoming tickets, managing them to defined SLAs.
- Escalate complex issues to Product or Engineering with clear reproduction steps and documentation.
- Route out-of-scope or net-new configuration needs through appropriate channels to protect platform stability.
- Capture issues and resolutions in internal and customer-facing knowledge bases.
- Spot trends in support issues to suggest platform and process improvements.
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