Solution Engineer

Position Summary:
As a Solution Engineer at Onit, you will play a critical role in providing exceptional technical support to clients utilizing our suite of products. You will be responsible for troubleshooting and resolving complex technical issues as well as performance optimization, ensuring that our clients have a seamless and successful experience with our solutions. This position offers an exciting opportunity to work cross-functionally with teams across Engineering, Product Management, and Professional Services to deliver world-class solutions and customer satisfaction.
Key Responsibilities:
Supporting the effort to ensure the highest levels of client satisfaction with our products and services, the Solution Engineer will have the following responsibilities and duties:

• 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.

Qualifications and Skills:

• 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
• 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
• 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.
• Experience in the legal industry is a plus, but not required
• Bachelor’s degree in Computer Science, MIS or a related discipline is preferred