Solutions Engineer Intern

Role overview

Provide practical technical support to business customers during a six-month, part-time internship. You’ll manage assigned tickets from intake to resolution, handle routine account and telephony tasks, and investigate automated service alerts, with guidance from an experienced support engineer. The role is remote in Canada or the United States, runs December 1, 2026 through May 31, 2027, and is scheduled for 35 hours per week, Monday to Friday, with shifts between 8 a.m. and 8 p.m. Eastern Time.

Responsibilities

- Work support tickets in a CRM, follow documented procedures, send clear customer updates, and leave useful internal notes. - Manage customer accounts by creating or removing users, changing roles and team assignments, and handling password resets. - Submit caller ID name registrations and address outbound caller identification issues through the telephony platform. - Make approved account configuration updates, including business and holiday hours. - Investigate alerts involving call volume, messaging failures, dealership system integrations, or integrations still active on cancelled accounts; resolve documented issues and escalate others with findings. - Categorize tickets consistently and flag procedure gaps or draft new guides for review.

Requirements

- Currently studying information technology, information systems, computer science, or a related subject, or equivalent hands-on technical experience. - Curiosity about how systems work and willingness to ask questions when something is unclear. - Careful attention to detail when following technical procedures and spotting unexpected results. - Clear, concise writing for customer updates and internal documentation. - Strong organization and ability to manage a steady ticket queue accurately.

Nice to have

- Experience with a CRM or ticketing system, such as HubSpot, Zendesk, or Salesforce. - Basic familiarity with VoIP, phone systems, or SMS; experience using AI assistants for research or troubleshooting; or interest in automotive services.

Benefits and work setup

A support engineer buddy reviews work during the first month, with a structured 90-day ramp and detailed procedures for assigned ticket types. The internship provides exposure to SaaS support workflows, escalation practices, telephony and messaging standards, and software integrations. Phone support is minimal.