Solutions Engineer (North America)

Company Description:

DigitalGenius is a CX platform for E-commerce that combines artificial intelligence with process automation and deep integrations to deliver incredible customer experiences to some of the largest and fastest growing E-Commerce businesses in the world. We’re a global team of conscientious professionals committed to driving CX Excellence in E-Commerce with colleagues based in the UK, US, Canada, and Europe.

We’re looking for an experienced Solutions Engineer based in the US or Canada who is excited by the opportunity of scaling an AI startup and enjoys helping people, solving problems, and working on interesting projects.

Role Description

Solutions Engineers at DigitalGenius are partnered with our Customer Success Managers to successfully deliver our product and services to their shared portfolio of customers. You would be responsible for the technical aspects of service delivery across a subset of our North American accounts specifically and expected to work East Coast Business Hours. This role is open to candidates based in the US and Canada only.

As part of the Customer Success team the Solution Engineer is responsible for successfully implementing and optimising our solutions throughout the post-sales customer lifecycle. This includes: integration, configuration, deployment, training, monitoring, and troubleshooting.

• Join recurring customer calls to maintain a deep understanding of customer’s business processes and their technical environment to deliver effective solutions.
• Build, integrate, and optimise automation processes for customer service via our Visual Flow Builder.
• Develop integrations with other platforms by coding in Node.js or Python AWS lambdas.
• Ensure timely resolution of customer issues by managing technical support responses and escalations.
• Apply continuous improvement methodology to implemented solutions to identify and enable the greatest potential of our services for our customers.
• Assist in training our Customers on how to build, update, and manage their own automations processes via our Platform.
• Identify and communicate product enhancement potential to our Product team

Requirements

Required:

• Coding experience
• Strong organisational and project management skills
• Excellent communication, critical thinking & analytical skills

Preferred:

• 2+ years of experience within the SaaS industry
• Experience building automated process flows
• Experience working with Customer Service CRMs (e.g. ServiceCloud, Zendesk, Freshdesk, Gorgias)
• Experience working with OMS systems (e.g. Shopify, CommerceCloud, Magento)
• Experience working with APIs and developing integrations
• Interest in AI and Machine Learning concepts

Benefits

• Fully remote with all-access WeWork membership
• Competitive Salary & Equity Package
• Generous Vacation Policy (20 Days)
• Annual Company Week Off (in addition to Vacation Policy)
• Your Birthday Off (in addition to Vacation Policy)
• Monthly Fitness Stipend
• Medical, Dental, and Vision Health Insurance for US-based Employees
• 401k for US-based Employees

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.