Solution Engineer I

Key Responsibilities

• Configure advanced technical solutions to support clients, addressing complex technical issues and product inquiries related to Onit’s suite of solutions.
• Troubleshoot, diagnose, and resolve technical challenges across the product stack, delivering prompt and efficient solutions.
• Ensure seamless client experience by resolving issues and supporting ongoing business needs.
• Collaborate closely with internal teams, including Engineering, Product Management, Global Support, and Professional Services, to ensure comprehensive resolution of client issues and to drive product enhancements.
• Identify and escalate recurring issues or patterns to the development teams to improve product functionality and reduce future support requests.
• Serve as a technical advisor to clients, offering insights and guidance on best practices for leveraging Onit’s products to meet business goals.
• Perform performance optimization of Onit’s products and solutions, ensuring efficient operation and resolving any performance bottlenecks or issues.
• Contribute to continuous improvement initiatives by providing feedback on product features, functionality, and customer requirements.

Required Skills

• 2+ years of experience in advanced customer support, preferably within a SaaS (Software as a Service) environment
• Bachelor’s degree in Computer Science, MIS or a related discipline or equivalent experience
• Proficiency in Ruby programming, with a general to advanced level of expertise.
• Prior experience working on SaaS implementations/integrations
• Solid understanding of programming fundamentals (e.g., algorithms, data structures, coding best practices, etc.)
• Demonstrated ability to quickly understand business requirements and expectations
• Excellent verbal and written communication skills, with the ability to effectively articulate complex technical concepts to both technical and non-technical stakeholders
• Detail-oriented with strong organizational skills
• Prior experience working on Business Process automation/management tools
• Excellent Microsoft Office Suite and general documentation proficiency
• Strong multitasking skills with the ability to prioritize and manage multiple projects simultaneously in a fast-paced environment
• Liquid templating language experience is a plus
• Experience in the legal industry is a plus, but not required

Pay

$61,000 - $74,000 a year

Benefits & Perks

• Health Coverage Choices: Three medical plan options, plus dental and vision, so you can choose what fits best.
• Employees on our HDHP plan also receive employer contribution to the HSA.
• Retirement Savings: 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.
• Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays annually.
• Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers.
• Onit also offers surrogacy and adoption reimbursement.
• Income Protection: 100% employer-paid life and disability insurance.
• Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance.
• Tax-Advantaged Accounts: Healthcare FSA, HSA, and dependent care FSA.
• Community Engagement: One paid volunteer day each year to give back to the community.