Solutions Engineer
Hands-on Solutions Engineer owning enterprise customer onboarding, ITSM platform configuration, integrations, and technical success for a SaaS ITSM platform.
What You’ll Do
- Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes.
- Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting.
- Design and implement alerting and monitoring policies aligned to SLAs/SLOs.
- Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks.
- Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success.
- Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities.
- Run QBRs and proactively deliver improvement plans, not just recommendations.
- Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision.
- Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation.
- Collaborate with sales engineers to design solutions and ensure requirements are fully addressed.
- Deliver platform demos that clearly showcase execution-ready solutions.
What You Bring
Experience
- 3 years minimum, 5+ years preferred in a Solutions Engineering, TAM, Post-Sales, Pre-Sales, or Technical Support role.
- Relevant experience working at a SaaS company is required.
- Proven track record of owning enterprise customer outcomes end-to-end, not just advising.
- Strong hands-on knowledge of ITSM platforms (ServiceNow, Jira Service Management, Freshservice).
- Background in monitoring, alerting, AIOps, and workflow automation.
Technical Skills
- ITIL process knowledge (incident, change, problem).
- Hands-on experience with alerting/monitoring concepts and event correlation.
- APIs, JSON, webhooks, and light scripting (Python/PowerShell preferred).
- Familiarity with enterprise integrations and multi-tenant SaaS delivery.
Soft Skills
- Execution mindset — you take ownership and deliver results.
- Strong communicator with executive presence and customer-facing confidence.
- Skilled at leading customer workshops, demos, and training sessions.
- Comfortable managing multiple enterprise accounts with accountability for success.
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