Solutions Engineer (Product Expert)
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Role Details
Company: US-based enterprise AI software company
Location: New York, San Francisco, or Toronto
Employment Type: Full-time
Work Arrangement: Primarily in-office
Salary: $135,000–$180,000, with flexibility up to $190,000 for senior candidates
Company Size: 600+ employees
Tech stack: CRM tools (e.g. Salesforce), Support ticketing systems (e.g. Zendesk, Jira), API integrations, SaaS platforms, AI/automation workflows, QA processes
About the Company
A fast-growing AI company developing automation solutions for the residential housing sector. Its platform helps automate key processes across the resident lifecycle, including leasing, maintenance, and renewals.
The company has experienced significant growth and continues to expand its product offerings and customer support capabilities.
About the Role
The company is hiring a Solutions Engineer (Product Expert) to provide technical and product expertise after implementation. The role focuses on troubleshooting complex product issues, analysing customer data, and helping customers get the most value from the platform.
This is a customer-facing technical position suited to someone who understands APIs, integrations, and complex software products. Unlike traditional account management roles, it does not involve owning a portfolio of customer accounts.
Responsibilities
Serve as the technical expert for a specific product area, supporting Customer Success Managers (CSMs) and customers after implementation.
Analyse customer data and API integrations to diagnose issues, identify trends, and ensure systems function correctly.
Own technical issue triage and escalations, resolving problems independently and coordinating with engineering when code-level fixes are required.
Support customer onboarding, data migrations, and new platform rollouts.
Collaborate with engineering, product, and customer success teams to share customer insights and drive continuous product improvements.
Requirements
3–7 years of experience as a post-sales Solutions Engineer, ideally at a startup.
Proven ownership of customer implementations, technical troubleshooting, and escalations.
Strong API integration skills and expertise across complex, multi-product platforms.
Technical bachelor's degree and ability to collaborate effectively with engineering teams.
Ability to independently resolve customer issues and identify when to escalate.
B2B SaaS experience preferred.
Willingness to travel up to 20%.
Benefits
Competitive base salary and equity.
Medical, dental, and vision insurance premiums fully covered.
Fully paid parental leave.
Unlimited paid time off.
Meals provided in the office.
Interview Process
Recruiter screening.
Hiring manager interview.
Practical take-home assessment.
On-site interviews
🌍 Remote from anywhere in the globe
Workplace, Culture & Diversity
Corporate culture is essential to allow the organization to differentiate itself. In terms of image on the one hand, it has strengths both internally and externally to consumers. It is indeed a source of cohesion and motivation of employees and it limits conflicts. With customers, it conveys a positive image and can develop a feeling of closeness to the company or even become a criterion of choice.
About Fractal Talent
We Are Fractal Talent, a global community of freelance and fractional recruiters. We provide recruiting expertise to our clients as a virtual extension of their teams, deployed on an embedded, project or per role basis, and matched to client need. Top tier quality, unrivalled flexibility.
If you're a recruiter, come join a community that acts as your outsourced sales function. We align your skills to our clients - with the aim to enrich quality recruiters and enable a far greater flexibility in how you manage your career.