Solution Engineer - Post Implementation

About the role

Certa is seeking a Solution Engineer focused on post‑implementation support. You will ensure platform stability, troubleshoot issues, and guide customers on proper usage without handling ongoing implementation changes.

Key responsibilities

• Resolve customer issues via the support portal, handling break/fix, user errors, and “how‑do‑I” questions with professional communication.
• Diagnose configurations by reviewing test environments, identifying root causes, and providing best‑practice guidance.
• Manage incidents and escalations, triage tickets, meet SLA targets, and document clear reproduction steps for engineering.
• Protect platform scope by distinguishing support work from out‑of‑scope changes and routing them appropriately.
• Document and share knowledge in internal and customer‑facing knowledge bases, surfacing recurring friction points.
• Drive continuous improvement by spotting trends, suggesting product/process enhancements, and staying current on new features.

Required profile

• 1–3 years of experience in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment.
• Strong grasp of SaaS configuration concepts (workflows, data models, permissions, logic) and methodical troubleshooting of configuration and integration issues.
• Bachelor’s degree preferred; engineering background a plus.
• Excellent written and verbal communication skills.
• Curious, analytical mindset, calm under pressure, and strong sense of ownership.

Required skills

• APIs
• RESTful services
• JSON
• SaaS configuration concepts

What we offer

• Top‑of‑market salary plus bonuses and equity.
• 49 days paid time off.
• Full benefits, retirement and wellness plans.
• Professional development support and remote workspace setup bonus.
• Annual company offsites in exciting locations.
• Remote‑first work model with optional office locations in London, San Francisco, and Jaipur.