Solution Engineer - Post Implementation

What You'll Do

• Resolve customer issues: Act as a primary point of contact via Certa's support portal - investigating, troubleshooting, and resolving break/fix issues, user errors, and "how do I" questions, with clear, professional communication throughout the ticket lifecycle.
• Diagnose configurations: Maintain deep knowledge of Certa configurations, workflows, and data structures; review and validate configurations in test environments to find root causes; and provide best-practice guidance - without performing ongoing configuration changes on customers' behalf.
• Manage incidents & escalations: Triage and prioritize incoming tickets, manage them to defined SLAs, and escalate complex issues to Product or Engineering with clear reproduction steps and documentation.
• Protect scope & stability: Distinguish Support work from Managed Services and change requests, and route out-of-scope or net-new configuration needs through Customer Success or Managed Services to protect platform stability and delivery predictability.
• Document & share knowledge: Capture issues, resolutions, and common patterns in internal and customer-facing knowledge bases, and surface recurring friction points to Product and Engineering.
• Drive continuous improvement: Spot trends in support issues to suggest platform and process improvements, and stay current on new Certa features through ongoing training and enablement.

What You'll Need

• Experience: 1–3 years in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment, ideally in ticket-based, SLA-driven support models.
• Platform & troubleshooting: Strong grasp of SaaS configuration concepts (workflows, data models, permissions, logic) and the ability to methodically troubleshoot configuration and integration issues; exposure to APIs, RESTful services, and JSON preferred.
• Education: Bachelor's degree preferred (Engineering or equivalent a plus).
• Communication: Strong written and verbal communication skills.
• Mindset: Curious and analytical, calm and structured under pressure, with a strong sense of ownership and comfort working within defined processes and boundaries.

Nice to have

• Experience supporting enterprise customers, exposure to ERP or third-party integrations, and familiarity with workflow automation, risk, compliance, or KYC platforms.

Compensation And Benefits

• Compensation: Top of market salary + bonuses and equity
• Time off: 49 days paid time off
• Benefits: PTO, full benefits, retirement and wellness plans
• Growth: Professional development support, remote workspace setup bonus
• Team building: Annual company offsites in exciting locations around the world

Location

Certa is a remote-first company and we hire globally. We believe strongly in each team member working from the location that they choose. Should Certers wish to meet and work in person they have 3 lively office locations they can travel to: London, San Francisco, and Jaipur. The perfect place for Certers to collaborate, co-work and have face to face meetings.

Note

This role requires alignment with U.S. Pacific Time business hours.