Merchant Success Engineer

Summary

Join Fulfil as a Merchant Success Engineer (MSE) and partner with Merchant Success Managers to maximize merchant value from our platform. This new role requires someone who thrives in ambiguity and enjoys building from the ground up. You will play a critical role in shaping this function, ensuring seamless integration with various teams. The MSE role is similar to a Sales Engineer but focuses on post-sales support, helping merchants with complex technical challenges and product adoption. You will work extensively in Salesforce and collaborate with other teams to solve high-impact issues. The ideal candidate is an ERP implementation expert with a strong eCommerce operations background.

Requirements

• Strong ERP implementation background with hands-on experience in APIs, EDI, and integrations
• Deep understanding of eCommerce operations, warehouse management, and supply chain workflows (not learned on the job)
• Customer-facing experience in roles such as Sales Engineering, Implementation, or Consulting
• Experience working with Salesforce or similar CRM tools for documentation and tracking
• Ability to collaborate with technical teams (Engineering, Integrations, Implementation) to drive merchant adoption and resolve complex issues
• Exceptional stakeholder management and diplomacy skills—knowing how to set expectations, inspire confidence, and avoid overcommitting
• Strong problem-solving mindset, able to break down technical challenges into actionable solutions
• Experience leading technical discussions and translating complex concepts into clear, actionable strategies for merchants
• Ability to work in a fast-paced environment, managing multiple projects while maintaining a high standard of execution
• Comfort with ambiguity—as this is a new role, you should be flexible, proactive, and eager to refine and shape how this function operates

Responsibilities

• Partner with MSMs to provide deep technical expertise and strategic guidance to merchants
• Own discovery and solutioning when a merchant issue requires a holistic approach beyond a support ticket
• Independently assess and scope whether an issue requires a full adoption project
• Draft and refine Scopes of Work (SOWs) for technical solutions, ensuring clarity and feasibility
• Lead or support technical solutioning calls, working cross-functionally to drive merchant success
• Proactively engage with strategic accounts to optimize workflows and increase product adoption
• Recommend and implement workflow changes that drive adoption, stickiness, and value
• Actively participate in onsite visits, sometimes traveling with MSMs or leadership to maximize merchant outcomes
• Work closely with support, engineering, and product teams to troubleshoot complex merchant issues and provide product feedback
• Build internal knowledge resources, including playbooks, documentation, and best practices to scale solutioning efforts
• Ensure Salesforce is leveraged effectively for tracking merchant interactions and documenting solutions
• Navigate stakeholder requests diplomatically, balancing merchant needs with Fulfil’s long-term strategy to avoid overcommitting