Solution Engineer

As a full-time Solution Engineer (Post Implementation), the successful candidate will troubleshoot customer issues, diagnose configurations, and manage incidents while working remotely and aligning with U.S. Pacific Time business hours. Key responsibilities Resolve customer issues by acting as a primary point of contact through the support portal, investigating and troubleshooting problems with clear communication Diagnose configurations by maintaining knowledge of Certa's workflows and data structures, validating configurations in test environments, and providing best-practice guidance Manage incidents and escalations by triaging incoming tickets, adhering to defined SLAs, and escalating complex issues to Product or Engineering with detailed documentation Required qualifications 1-3 years of experience in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment Strong understanding of SaaS configuration concepts and troubleshooting skills, with exposure to APIs, RESTful services, and JSON preferred Bachelor's degree preferred, particularly in Engineering or a related field Curious and analytical mindset with the ability to remain calm and structured under pressure Experience supporting enterprise customers and familiarity with workflow automation, risk, compliance, or KYC platforms is a plus