Solutions Engineer

At DigitalGenius (DG), our mission is to make online shopping a seamless experience. We believe we can achieve this using conversational AI and deep integrations.

While most chatbots only cause frustration, we have built an e-commerce chatbot that actually works! It can resolve customer issues end-to-end, detect carrier problems, perform investigations, issue return labels, refunds, replacements, and do all of this proactively before the customer even notices the issue.

Some of the select customers that have joined us on this mission are: On, Holland & Barrett, Cozey, Caraway, MyTheresa, Clarins, Air Up, Universal Music Group, Huda Beauty...

We are a committed team of like-minded people who believe in the product we are building as well as the vision behind it. Each in our own bubble of autonomy and responsibilities, we take ownership of our contribution. But the magic happens when we collaborate as a team and make all those pieces fit together.

DG is for the passionate, the curious, and the overachievers. We thrive by exceeding expectations, not because we have to, but because we care.

A Solutions Engineer at DigitalGenius works in post-sales, partnering closely with Product and Customer Success Managers (CSMs) to design, implement, and optimize AI-driven customer service solutions for clients. They act as the technical owner of customer implementations, ensuring solutions are scalable, secure, and aligned with both business goals and product capabilities.

Key Responsibilities

Solution Design & Implementation

• Translate business requirements into scalable technical solutions using the DigitalGenius platform
• Configure workflows, integrations, and automation logic
• Design and implement APIs and third-party integrations

Technical Ownership (Post-Sales)

• Lead technical onboarding and implementation projects
• Ensure timely and high-quality go-lives
• Troubleshoot complex technical challenges across systems

Customer Collaboration

• Work closely with CSMs to align technical delivery with customer outcomes
• Advise customers on best practices, scalability, and optimization
• Support strategic expansions and advanced use cases

Product Partnership

• Provide structured feedback to Product based on customer needs
• Identify feature gaps and contribute to roadmap discussions
• Participate in beta testing and product validation initiatives

Optimization & Innovation

• Continuously improve automation performance and AI accuracy
• Proactively identify opportunities for process improvements
• Contribute reusable assets, documentation, and internal best practices

Requirements

Required:

• Strong API + integration experience (building + debugging): Comfortable with Postman, JSON, webhooks, auth (tokens/headers/OAuth), pagination, error handling, and troubleshooting unexpected API behaviour.
• Automation / workflow mindset: can translate business requirements into reliable flows, including edge cases, data mapping, and clear decision logic.
• Python required: hands-on experience writing and shipping Python used by others (integrations, automation scripts, services, internal tools). Able to explain design choices and how you tested/debugged it.
• Strong communication: can explain technical concepts clearly to non-technical stakeholders, write clean notes/docs, and keep customers/stakeholders aligned.
• Organisation & project management: strong organisational skills, able to manage workstreams, priorities, and timelines across multiple stakeholders.

Preferred:

• AI/LLMs: interest or experience with prompting, classification, guardrails, and evaluation (bonus if applied in support automation).
• Low-code / workflow automation experience: e.g., Zapier/Make, Workato, Tray.io, n8n, Salesforce Flow, ServiceNow, Power Automate, Retool — or a proven track record learning config-heavy tools quickly.
• E-commerce / OMS exposure (especially Shopify): orders, fulfillments, returns/refunds, customer data, tags/statuses, webhooks.
• Customer service platforms: Zendesk / Salesforce Service Cloud (or similar CRMs).
• SaaS delivery background: implementations / solutions / technical support in customer-facing environments.

Benefits

• Competitive Salary
• Generous vacation time (25 days)
• Environment to develop your skills without bureaucracy or red tape
• Monthly fitness stipend of $210 (Lifestyle wallet)
• Ongoing subscription to Mental Health Support Platform