Solution Engineer

Summary

Join Onit as a Solution Engineer and play a crucial role in providing top-tier technical support to clients using our product suite. You will troubleshoot and resolve complex technical issues, optimize performance, and ensure client success. This role involves collaborating with Engineering, Product Management, and Professional Services teams. You will be responsible for advanced technical support, troubleshooting, and collaborating with internal teams to resolve client issues. You will also act as a technical advisor, perform performance optimization, and contribute to product improvement initiatives.

Requirements

• 3+ years of experience in advanced customer support, preferably within a SaaS (Software as a Service) environment
• Proficiency in Ruby programming, with a general to advanced level of expertise
• Working knowledge of Python and its application in software development and support
• Solid understanding of programming fundamentals (e.g., algorithms, data structures, coding best practices, etc.)
• Demonstrated ability to quickly understand business requirements and expectations
• Excellent verbal and written communication skills, with the ability to effectively articulate complex technical concepts to both technical and non-technical stakeholders
• Detail-oriented with strong organizational skills
• Excellent Microsoft Office Suite and general documentation proficiency
• Strong multitasking skills with the ability to prioritize and manage multiple projects simultaneously in a fast-paced environment

Responsibilities

• Provide advanced technical support to clients, addressing complex technical issues and product inquiries related to Onit’s suite of solutions
• Troubleshoot, diagnose, and resolve technical challenges across the product stack, delivering prompt and efficient solutions
• Collaborate closely with internal teams, including Engineering, Product Management, and Professional Services, to ensure comprehensive resolution of client issues and to drive product enhancements
• Identify and escalate recurring issues or patterns to the development teams to improve product functionality and reduce future support requests
• Serve as a technical advisor to clients, offering insights and guidance on best practices for leveraging Onit’s products to meet business goals
• Perform performance optimization of Onit’s products and solutions, ensuring efficient operation and resolving any performance bottlenecks or issues
• Contribute to continuous improvement initiatives by providing feedback on product features, functionality, and customer requirements

Preferred Qualifications

• Prior experience working on integrations is a plus (e.g., API integrations, third-party systems)
• Prior experience working on Business Process automation/management tools is a plus
• Liquid templating language experience is a plus
• Experience in the legal industry is a plus, but not required
• Bachelor’s degree in Computer Science, MIS or a related discipline is preferred