Solution Engineer

Job Summary

As a full-time Solution Engineer (Post Implementation), the successful candidate will troubleshoot customer issues, diagnose configurations, and manage incidents while working remotely and aligning with U.S. Pacific Time business hours.

Key responsibilities

• Resolve customer issues by acting as a primary point of contact through the support portal, investigating and troubleshooting problems with clear communication
• Diagnose configurations by maintaining knowledge of Certa's workflows and data structures, validating configurations in test environments, and providing best-practice guidance
• Manage incidents and escalations by triaging incoming tickets, adhering to defined SLAs, and escalating complex issues to Product or Engineering with detailed documentation

Required qualifications

• 1-3 years of experience in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment
• Strong understanding of SaaS configuration concepts and troubleshooting skills, with exposure to APIs, RESTful services, and JSON preferred
• Bachelor's degree preferred, particularly in Engineering or a related field
• Curious and analytical mindset with the ability to remain calm and structured under pressure
• Experience supporting enterprise customers and familiarity with workflow automation, risk, compliance, or KYC platforms is a plus