Technical Solutions Engineer

Summary

Join our Technical Solutions Engineering team as a Technical Solutions Engineer and collaborate with merchants, partners, and cross-department stakeholders to deliver tailored solutions, ensure smooth implementations, and support merchants throughout their journey. As a key player in enhancing customer satisfaction and driving successful outcomes for clients, you will interface with Sales, Implementation Managers, CSMs, Technology Partners, and Executive Leadership at Gorgias.

Responsibilities

• Serve as product/API expert for developer partners and merchants during the scoping and building phases of integrations
• Collaborate directly with partners and clients to provide detailed technical analysis and innovative solutions for API-related challenges
• Work closely with the sales engineering team post-demo to transform initial requirements and v1 solutions into fully launched, built-out integrations
• Act as the technical solutions expert for Advanced and Enterprise merchants, addressing complex needs that go beyond the capabilities of our native product or out-of-the-box integrations
• Develop custom integrations and solutions for top ARR merchants, ensuring smooth and successful launches of 3rd-party apps within the Gorgias ecosystem
• Maintain and unblock issues and bugs that arise impacting custom solutions built by the team
• Manage support tickets efficiently, ensuring timely follow-ups and appropriate escalation paths when necessary
• Empathize with users of all experience levels, quickly diagnosing their issues and providing actionable solutions
• Gather and document feedback from developer partners on areas for improvement, including our API, partner portal, and onboarding processes
• Share best practices and serve as the API subject matter expert for both internal and external stakeholders
• Create custom solution templates and guides to offer practical solutions for clients and partners
• Provide creative workaround suggestions when direct integrations are not feasible