Solution Engineer II

Supporting the effort to ensure the highest levels of client satisfaction with our products and services, the Solution Engineer II will have the following responsibilities and duties: 

• Provide advanced technical support to clients, addressing complex technical issues and product inquiries related to Onit’s suite of solutions. 
• Troubleshoot, diagnose, and resolve technical challenges across the product stack, delivering prompt and efficient solutions. 
• Collaborate closely with internal teams, including Engineering, Product Management, and Professional Services, to ensure comprehensive resolution of client issues and to drive product enhancements. 
• Identify and escalate recurring issues or patterns to the development teams to improve product functionality and reduce future support requests. 
• Serve as a technical advisor to clients, offering insights and guidance on best practices for leveraging Onit’s products to meet business goals. 
• Perform performance optimization of Onit’s products and solutions, ensuring efficient operation and resolving any performance bottlenecks or issues. 
• Contribute to continuous improvement initiatives by providing feedback on product features, functionality, and customer requirements. 

• 3 to 6 years of experience in advanced customer support, preferably within a SaaS (Software as a Service) environment. 
• Proficiency in Ruby programming, with a general to advanced level of expertise. 
• Working knowledge of Python and its application in software development and support. 
• Prior experience working on integrations (e.g., Pentaho, Workato, API integrations, third-party systems). 
• Solid understanding of programming fundamentals and source code management (e.g., algorithms, data structures, coding best practices, git, etc.) 
• Demonstrated ability to quickly understand business requirements and expectations. 
• Excellent verbal and written communication skills, with the ability to effectively articulate complex technical concepts to both technical and non-technical stakeholders. 
• Detail-oriented with strong organizational skills. 
• Prior experience working on Business Process automation/management tools is a plus. 
• Liquid templating language experience is a plus. 
• Excellent Microsoft Office Suite and general documentation proficiency. 
• Strong multitasking skills with the ability to prioritize and manage multiple projects. simultaneously in a fast-paced environment. 
• Experience in the legal industry is a plus but not required. 
• Bachelor’s degree in computer science, MIS or a related discipline is preferred.