Customer Solutions Engineer

What You’ll Work On  Customer‑facing engineering.

Location:

Virtual Office with quarterly team meetings in Toronto.

Work hours:

4:00 AM to 12:00 PM Eastern Time.
Agility is a modern, developer‑first CMS backed by a deeply technical, customer‑obsessed team. Our customers are building real‑world production applications, and when they need help, they expect to talk to engineers—not scripts. We’re looking for a Customer Solutions Engineer: a seasoned full‑stack developer who enjoys solving real customer problems, debugging production systems, and acting as a technical peer between customers, Product, and Engineering.

This is an engineering role first, with customer interaction as a core responsibility—not a traditional support position.
Primary Purpose  As a Customer Solutions Engineer, you’ll provide developer‑level support to our Enterprise customers, owning the technical investigation and resolution of complex development issues.
You’ll work directly with customer codebases, APIs, SDKs and production environments while collaborating closely with Product and Engineering to improve the platform based on real‑world usage.
Your work in this time slot provides dedicated coverage for our global Enterprise customers and is designed to give engineers uninterrupted focus time while owning end‑to‑end issue resolution.
Ownership  As a key bridge between our customers and our product, you’ll own the technical resolution of incoming support requests. You'll liaise across Customer Success, Product, and Engineering, and directly support customers with their development challenges.
Investigate and Resolve Customer Issues   Investigate, debug, and resolve complex front‑end and back‑end issues in customer production environments using Agility CMS.
Act as the engineering escalation point for Customer Support, including source‑level debugging and deep technical investigation.
Partner directly with customers during live sessions to diagnose issues, explain root causes, and recommend robust solutions or workarounds.
Platform & Product Impact   Collaborate closely with Product and Engineering to surface patterns, document bugs, and influence prioritization based on real‑world usage.
Translate customer issues into clear, actionable Jira tickets with technical context and reproduction steps.
Participate in incident reviews and root‑cause analysis to help prevent recurring customer‑impacting issues.
Leverage & Enablement   Improve internal tools, workflows, and documentation to reduce friction and increase the effectiveness of customer support tribute to technical support content, knowledge base articles, and customer education resources.
Serve as a subject‑matter expert on the Agility platform, APIs, SDKs, integrations, and hosting environments.
What Success Looks Like   You are a trusted technical partner for Enterprise customers, capable of independently diagnosing and resolving complex issues.
You are recognized internally as a go‑to expert on the Agility platform and its real‑world usage.
Your work leads to fewer repeat issues through improved tooling, documentation, and product feedback loops.
Product and Engineering teams rely on your insights to improve developer experience and platform reliability.
Operating Autonomously   During your shift, you will often be the most senior technical resource available.
You’re expected to assess impact, make sound technical decisions, communicate clearly with customers, and elevate when appropriate.
You won’t be on an island — but you will be trusted to operate independently.
Career Growth  This role is designed for experienced engineers who want to stay hands‑on while expanding their impact. Customer Solutions Engineers at Agility grow in multiple directions, including:
Solution Architect
P…