Solutions Engineer - Customer Success

For over 10 years, New Law Business Model (NLBM) has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life & Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy.

We obsess over real-world outcomes, not just vibes, to ensure our members move from survival mode to true flourishing.

This Solutions Engineer role independently troubleshoots, maintains, and improves the technology and systems that power Accelerator. You’ll investigate complex technical problems, determine root causes, test and implement solutions, document the work, explain technical concepts clearly, and help create repeatable solutions that reduce recurring issues over time.

You are a systems navigator, technical troubleshooter, educator, and client advocate who gets the details right while meeting overwhelmed users with patience and clarity.

This role requires ownership, curiosity, patience, and a genuine desire to help people succeed—not simply close tickets.

• Own complex technical troubleshooting from discovery through resolution, including root-cause analysis, testing, implementation, documentation, and follow-through.
• Meet members where they are technically, turning complex issues into clear, approachable guidance through Loom, email, phone, or whatever channel works best.
• Help members understand not just what to do, but why it matters, so they feel confident handling similar situations in the future; coordinate with external partners and maintain full accountability through resolution.

• Administer and support the Accelerator technology environment across Go High Level , Hub Spot, Asana, and connected systems, including the relationships between Hub Spot firms, orders, contracts, Asana implementation projects, and Accelerator member accounts.
• Complete approved account builds, updates, pauses, reactivations, migrations, and technical closeout tasks while troubleshooting workflows, pipelines, calendars, forms, permissions, and settings.
• Investigate deliverability, phone/SMS, domains, DNS, integrations, and data issues; maintain accurate records and provide bounded support for related legacy platforms as assigned.

• Use AI thoughtfully and approved integration tools to investigate issues, interpret errors, and complete member requests.
• Verify recommendations and changes against actual system settings, reliable documentation, and realistic test scenarios.
• Investigate APIs, webhooks, authentication, logs, and field mappings; coordinate complex development needs, document results and limitations, and protect confidential member information.

• Learn, document, and progressively take ownership of recurring technical processes.
• Document technical knowledge so teammates can work confidently and apply repeatable solutions.
• Identify patterns across recurring technical issues and recommend repeatable fixes, documentation, automation, or product improvements.

• Members receive accurate solutions, timely updates, clear next steps, and greater confidence using the technology that supports their firms.
• Technical requests are handled with strong ownership and reliable follow-through, while changes are tested,…