Solutions Engineer

What You’ll Do

• Discovery & Forensic Workflow Analysis: Partner with the AE on qualified opportunities. Translate the customer’s operational problem into a Back Ops solution architecture. Customers don’t always tell us the whole story — dig into their provided workflows to spot gaps, missing edge cases, and hidden dependencies before they become surprises in implementation.
• Technical Demo & Credibility: Lead the technical demo. Tailor it to the customer’s actual workflow, not a canned script. Address technical objections in real time and earn credibility with their engineering and IT counterparts.
• POC Scoping & Execution: Scope and run the POC when there is one. Define success criteria jointly with the customer, build a working configuration against real data, and show measurable value before signature.
• Technical R&D & Solution Design: Take ambiguous customer requirements and translate them into technical reality. If a customer uses a niche tool, you research the documentation, investigate mappable APIs, and propose concrete solutions or workarounds. Author the implementation plan, SOW, and capabilities/deliverables doc; identify integration points, risks, dependencies, and the eval set.
• Implementation & Time-to-Value: Configure, integrate, and deploy. Own the project plan, the timeline, and the cutover. Drive the customer to first measurable value (TTV). Manage stakeholders — theirs and ours — through go‑live.
• FDE Resource Management: Act as the gatekeeper for our Forward Deployed Engineering team. Decide when a novel build genuinely requires FDE versus when you can solve it yourself. When FDE is needed, you own the overall timeline and customer relationship; they own the build. Have the backbone to push back, reprioritize, and protect engineering capacity.
• Executive-Level Communication: Lead high‑stakes scoping sessions, SOW reviews, and integration design conversations. Command a room, manage expectations, and negotiate win‑win scenarios that satisfy the customer while protecting Back Ops’ interests. Translate technical constraints to non‑technical stakeholders without losing their trust.
• Warm Handoff & Selective Re‑engagement: When the customer hits their first KPI, run a joint health snapshot with the CSM and warm‑transfer the account. Stay on call for material technical changes — not adoption tickets. Re‑engage when CSM surfaces a newly qualified workflow.
• Product Feedback Loop: You see every integration, every edge case, every workaround. Funnel reusable patterns and recurring gaps back to Product and Engineering so customer signal becomes product.

• 5–8 years in a technical pre‑ or post‑sales role — Solutions Engineer, Sales Engineer, Implementation Manager, Technical Account Manager, or Forward Deployed Strategist. Ideally you’ve sat on both sides: scoped deals AND delivered them. If you’ve only ever lived in pre‑sales or only ever lived in post‑sales, this is going to be a stretch.
• Hyper‑Observant & Analytical: You read between the lines. You don’t accept a process flowchart at face value; you ask “What happens if this fails?” and “Where does this data actually come from?” You have a checklist — mental or physical — for the edge cases customers always forget to mention.
• Strong Technical Research & Hands‑On
  
  Skills:
  
  You’re comfortable diving into API documentation for unfamiliar apps to determine feasibility. You can translate “we need this to talk to that” into a JSON payload example or an API endpoint suggestion. Postman, cURL, reading docs, writing pseudo‑code, building working POCs against real data — these are your tools.
• Project & Resource Management: You’ve owned multi‑stakeholder implementation projects end‑to‑end. You’ve managed the bandwidth of technical teams (FDE, platform engineering, IT counterparts on the customer side) and you have the backbone to push back or reprioritize when necessary. You prioritize based on impact — ARR, strategic value, severity — not on who is shouting the loudest.
• Demo & Presentation Chops: You can run a tailored technical demo, defend your architecture in front of a skeptical customer IT team, and walk an executive through an SOW…