Solutions Engineer

About Us

At DigitalGenius (DG), our mission is to make online shopping a seamless experience. We believe we can achieve this using conversational AI and deep integrations.

While most chatbots only cause frustration, we have built an e-commerce chatbot that actually works! It can resolve customer issues end-to-end, detect carrier problems, perform investigations, issue return labels, refunds, replacements, and do all of this proactively before the customer even notices the issue.

Some of the select customers that have joined us on this mission are: On, Holland & Barrett, Cozey, Caraway, MyTheresa, Clarins, Air Up, Universal Music Group, Huda Beauty...

We are a committed team of like-minded people who believe in the product we are building as well as the vision behind it. Each in our own bubble of autonomy and responsibilities, we take ownership of our contribution. But the magic happens when we collaborate as a team and make all those pieces fit together.

DG is for the passionate, the curious, and the overachievers. We thrive by exceeding expectations, not because we have to, but because we care.

About the Role

Solutions Engineers at DigitalGenius work in close partnership with our Customer Success Managers to ensure the successful enablement and adoption of our product across their shared portfolio of customers. This role focuses specifically on supporting our US accounts.

Solutions Engineers are responsible for implementing and optimizing our product throughout the post-sales customer lifecycle. This includes integration, configuration, deployment, training, monitoring, and troubleshooting.

Key responsibilities include:

• Joining recurring customer calls to maintain a deep understanding of their business processes and technical environments in order to deliver effective solutions.
  
• Building, integrating, and optimizing customer service automations using our Visual Flow Builder.
  
• Developing platform integrations by coding in Node.js or Python via AWS Lambda.
  
• Managing technical support responses and escalations to ensure timely issue resolution.
  
• Continuously improving implemented solutions to maximize product value and impact.
  
• Training customers on how to build, update, and manage their automation processes using our platform.
  
• Identifying and communicating product enhancement opportunities to our Product Back-End and Front-End teams.

Requirements

Required:

• Strong organisational and project management skills
• Experience building automated process flows
• Excellent communication, critical thinking & analytical skills
• Experience working with APIs and developing integrations
• Coding experience (Python and/or

Preferred:

• 2+ years of experience within the SaaS industry
• Experience working with Customer Service CRMs (e.g. ServiceCloud, Zendesk, Freshdesk, Gorgias, Kustomer) 
• Experience working with OMS systems (e.g. Shopify, CommerceCloud, Magento)
• Interest in AI and Machine Learning concepts

Benefits

• Competitive Salary
• Generous vacation time (25 days)
• Yearly "DG Recharge Week" in addition to annual leave allowance
• Environment to develop your skills without bureaucracy or red tape
• Monthly fitness stipend of $210
• Ongoing subscription to Mental Health Support Platform