Customer Solutions Engineer

• As a Sr. Customer Solutions Engineer, Agentic Commerce & Universal Commerce Protocol, this role is focused on Clients Merchant Center and driving the implementation of Universal Commerce Protocol integrations (APIs), which power agentic consumer experiences.
• Our team works with retail partnerships to achieve ambitious plans to grow the value merchants and users get from Client, while ensuring high data quality. We closely collaborate with
• Engineering and Product teams to develop and improve Client’s products and tools. We are champions of the customer and partner experience, advocating for features and offering product and tools improvements backed by data-driven insights.

• Technical Integration:
  Guide developers through ucp, and debug JSON/API errors using internal logs, then help them configure their Merchant Center and validate their integration before launch.
• Operational Incubation:
  Document every edge case to build our internal and external documentation, processes and best practices
• Tooling Feedback:
  Act as the "Customer Zero" for internal and external onboarding tools to ensure they are ready for scale.
• Skills Needed: L5 Partner Solutions engineer technical skills (API proficiency, troubleshooting) and experience with agentic AI and eCommerce APIs that can be partner facing

• 4- 5 years: API Expertise (technical skill)
• Experience with eCommerce API integration, troubleshooting, and debugging is crucial.
• Experience with cutting edge AI technology, including familiarity with LLM agents, MCP, and A2A.

• Description:
  
  Strong commitment to providing excellent customer service and support.
• Project Management (Business & Communication Skills)
• Description:
  
  Experience with complex project management, including designing support processes, creating documentation, and developing playbook.
• Cross-Functional Collaboration (Business & Communication Skills)
• Description:
  
  Ability to work effectively with cross-functional teams, including Business
• Development, Product Management, and Engineering.

• As a Customer Solutions Engineer, you are able to achieve trusted technical advisor? status with your customers as a result of your deep consultancy and advanced solutions. You source and solve vertical, cluster, and regional scale customer challenges with an eye on solution re-use and scaling. You help your peers succeed via mentorship, solution review, creating opportunities, and support. You drive cross-functional efforts with more than just coding (alignment, vision, messaging).
  
  (e.g., JTP drive, culture crew, training). You successfully manage executive-level stakeholder interactions.

• Drive efforts to scope out the solution work needed. Design the solution end-to-end. Write the code. Help the client or partner integrate the solution or its output. Follow engineering best practices (design and code reviews, test coverage, maintainable code that is clear, idiomatic, and follows the style guide). Ensure the solution is compliant with data and legal policies and has the necessary reviews for launch.
• Drive participation in industry and account business planning. Meet with clients or partners to understand their objectives and challenges. Identify technical gaps, recognize patterns, and surface opportunities for solution reuse or new innovations to help. Secure alignment with clients or partners and sales on the need and the commitment to move forward.
• Drive trust-earning by actively listening and then demonstrating an understanding of the partner or client's core needs in their language. Help partners or clients understand what they can achieve with technology and how we can help. Partner with stakeholders in sales, business development, or product to understand industry dynamics and identify partners or clients in need of advanced solutions to unlock revenue, business growth and efficiency.
• Drive effort to grasp the nuances of clients or partners within the industry of focus. Quickly ramp-up on new product sets or client technical stacks to provide engineering consultation. Be comfortable switching between products and able to explain trade-offs. Develop subject matter expertise in trending spaces to provide deeper advice and solutions.

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k) retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.