Posted today
Pay
Salary (undisclosed)
Location
Remote, India
Remote
Apply by
18 Oct
9 days left
Skills this role screens for
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About the role
Certa is hiring for the role of Solution Engineer - Post Implementation!
The work
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Resolve customer issues: Act as a primary point of contact via Certa's support portal - investigating, troubleshooting, and resolving break/fix issues, user errors, and "how do I" questions, with clear, professional communication throughout the ticket lifecycle.
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Diagnose configurations: Maintain deep knowledge of Certa configurations, workflows, and data structures; review and validate configurations in test environments to find root causes; and provide best-practice guidance - without performing ongoing configuration changes on customers' behalf.
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Manage incidents & escalations: Triage and prioritize incoming tickets, manage them to defined SLAs, and escalate complex issues to Product or Engineering with clear reproduction steps and documentation.
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Protect scope & stability: Distinguish Support work from Managed Services and change requests, and route out-of-scope or net-new configuration needs through Customer Success or Managed Services to protect platform stability and delivery predictability.
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Document & share knowledge: Capture issues, resolutions, and common patterns in internal and customer-facing knowledge bases, and surface recurring friction points to Product and Engineering.
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Drive continuous improvement: Spot trends in support issues to suggest platform and process improvements, and stay current on new Certa features through ongoing training and enablement.
Who they want
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Experience: 1–2 years in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment, ideally in ticket-based, SLA-driven support models.
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Platform & troubleshooting: Strong grasp of SaaS configuration concepts (workflows, data models, permissions, logic) and the ability to methodically troubleshoot configuration and integration issues; exposure to APIs, RESTful services, and JSON preferred.
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Education: Bachelor's degree preferred (Engineering or equivalent a plus).
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Communication: Strong written and verbal communication skills.
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Mindset: Curious and analytical, calm and structured under pressure, with a strong sense of ownership and comfort working within defined processes and boundaries.
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Nice to have: Experience supporting enterprise customers, exposure to ERP or third-party integrations, and familiarity with workflow automation, risk, compliance, or KYC platforms.
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