Solutions Architect translating finance requirements into Prophix One system designs. Guiding implementations, mentoring consultants, and shaping product direction for global customers.
About the role
- Solutions Engineer providing exceptional technical support and solution delivery at Numa. Collaborating with multiple teams to enhance customer experience at AI-native automotive company.
Responsibilities
- Provide timely technical support to customers through multiple channels, including phone, email, chat, and remote sessions.
- Be actively available to answer inbound customer phone calls during all scheduled working hours as part of a coverage-based support model.
- Serve as part of a coverage-based support team, maintaining availability during scheduled hours to handle urgent support requests and real-time issue resolution.
- Support a geographically distributed customer base by providing coverage across designated time zones in Canada and the United States.
- Work within an assigned regional coverage model, with schedules aligned to business needs and customer demand across North American time zones.
- Manage a queue of support cases, balancing real-time customer interactions with timely resolution of email and ticket-based inquiries.
- Proactively take ownership of incoming issues, identifying next steps and driving resolution independently.
- Investigate, troubleshoot, and resolve complex technical issues related to product functionality, integrations, and system performance.
- Reproduce customer-reported issues, perform root cause analysis, and implement effective solutions or workarounds.
- Collaborate with Product, Engineering, and Customer Success teams to escalate and resolve product defects or high-impact issues.
- Assist with solution configuration and optimization to meet customer and business needs.
- Develop and maintain technical documentation, knowledge base articles, troubleshooting guides, and best practices.
- Monitor support trends, identify recurring issues, and recommend product or process improvements.
- Maintain accurate case records, issue documentation, and resolution details in support systems.
- Contribute to continuous improvement initiatives that enhance team efficiency, service quality, and customer satisfaction.
Requirements
- 1+ years of experience in technical support, solutions engineering, application support, or a similar customer-facing technical role.
- Strong troubleshooting, analytical, and problem-solving skills.
- Proven ability to work independently as a self-starter, taking ownership of problems end-to-end and proactively driving solutions with minimal supervision, while comfortably identifying next steps without needing detailed direction.
- Experience supporting SaaS platforms, web applications, APIs, or enterprise software solutions.
- Working knowledge of SQL, APIs, JSON, and basic scripting (e.g., Python, JavaScript, or similar) is considered a strong asset.
- Familiarity with CRM, ticketing, or support platforms such as HubSpot, Zendesk, or Linear.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- A collaborative mindset and passion for delivering exceptional customer experiences.
Benefits
- Base Salary: $70,000 CAD + Bonus
- Equity Package
- Flexible PTO
- Fully Paid Group Insurance
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Data Integration Engineer building secure, real - time integrations between customer systems and Prophix’s financial performance platform. Supporting cloud migration, APIs, and enterprise data connectivity.
Solutions Architect expanding cybersecurity programs for Trail of Bits, a research - driven cybersecurity firm. Building technical roadmaps, scoping engagements, and guiding strategic client accounts.
Senior Solution Architect driving cloud - native, AI, and digital transformation initiatives for Manulife’s financial services business. Designing secure architectures and guiding modernization across technology and business teams.
Senior Solution Architect designing secure IBM Maximo integrations and enterprise asset - management solutions. Supporting Technitask’s Canadian IT consulting services for utilities, telecommunications, and public - sector clients.
Solutions Architect helping Chainlink, an oracle platform for tokenized assets and DeFi, design blockchain integrations. Delivering technical discovery, demos, PoCs, and architectural guidance throughout sales cycles.
Senior Solutions Consultant selling Insurity’s cloud - native insurance software. Leading discovery, geospatial solution demonstrations, proposals, and technical integration guidance for Canadian customers.
Headless CMS Solutions Architect evaluating Storyblok, Sanity, Contentful, and Strapi solutions. Designing AWS - based architectures, integrations, migrations, and content governance for enterprise clients.
Full - stack solution architect designing cloud - native, low - latency financial systems for State Street. Governing complex projects across investment banking and capital markets technology.
Solutions Engineer developing features and fixing bugs in Caseware’s audit and financial reporting software. Applying Angular, JavaScript, cloud, and DevOps technologies within Agile teams.