Solutions Engineer - Customer Success

Role overview A customer-facing technical role embedded in a Customer Success function that supports members of a membership program serving law firms. The position independently investigates complex technical problems, determines root causes, tests and ships fixes, and turns one-off solutions into repeatable playbooks. It blends systems administration, troubleshooting, and member education for users who are often stretched thin.

Responsibilities - Own complex technical troubleshooting from discovery through resolution, including root-cause analysis, testing, implementation, documentation, and follow-through. - Translate technical issues into approachable guidance via Loom, email, phone, or other channels, and help members understand both the "what" and the "why" behind each fix. - Administer and support the Accelerator technology environment across CRM, marketing automation, project management, and connected systems, including related workflows between firms, orders, contracts, implementation projects, and member accounts. - Complete approved account builds, updates, pauses, reactivations, migrations, and technical closeout tasks while troubleshooting workflows, pipelines, calendars, forms, permissions, and settings. - Investigate deliverability, phone and SMS, domains, DNS, integrations, and data issues, and maintain accurate records across supported systems. - Coordinate with external partners and maintain accountability through resolution while helping create repeatable solutions that reduce recurring issues.

Requirements - Hands-on experience administering and troubleshooting a multi-tool SaaS stack spanning CRM, marketing automation, and project management platforms. - Strong root-cause analysis skills and the ability to document work clearly for both technical and non-technical audiences. - Patience and empathy when working with overwhelmed users, paired with the confidence to push back when needed. - Working knowledge of domains, DNS, email and SMS deliverability, integrations, and basic data hygiene. - Ownership mindset with curiosity, follow-through, and a genuine desire to help people succeed rather than just close tickets. - Comfort working independently across multiple systems and prioritizing in a fast-moving support environment.

Nice to have - Familiarity with legal industry workflows or membership-based service models. - Experience building knowledge base content, Loom walkthroughs, or training material for non-technical end users.

Benefits and work setup - Remote-friendly arrangement with reasonable accommodations available through the application and interview process. - Organization maintains an equal opportunity hiring stance and values a diverse, inclusive workforce.