Solution Engineer

Job Summary

To support the stability and reliability of the Certa platform, the full-time Solution Engineer (Post Implementation) 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, troubleshooting and providing clear communication throughout the ticket lifecycle
• Diagnose configurations by maintaining deep knowledge of Certa configurations and workflows, validating setups in test environments to identify root causes
• Manage incidents and escalations by triaging incoming tickets, adhering to defined SLAs, and escalating complex issues to Product or Engineering with thorough 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 related to configuration and integration issues
• Bachelor's degree preferred, ideally in Engineering or a related field
• Curious and analytical mindset with a strong sense of ownership and ability to work within defined processes
• Experience supporting enterprise customers and familiarity with workflow automation, risk, compliance, or KYC platforms is a plus