Solution Engineer (Post - Implementation)

As a Solution Engineer (Post-Implementation), you'll be a key member of Certa's Support organisation, responsible for the stability, reliability, and correct usage of the Certa platform. You'll troubleshoot issues, answer "how do I" questions, and diagnose configuration or integration problems - without owning ongoing implementation or change delivery. Strong performers may, over time, progress into Managed Services or Solution Architect roles based on business need and demonstrated readiness.

Responsibilities:

• 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.
• 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.
• Manage incidents and escalations: Triage and prioritise incoming tickets, manage them to defined SLAs, and escalate complex issues to Product or Engineering with clear reproduction steps and documentation.
• Protect scope and 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.
• Document and share knowledge: Capture issues, resolutions, and common patterns in internal and customer-facing knowledge bases, and surface recurring friction points to Product and Engineering.
• 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.

Requirements:

• Experience: 1-3 years in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment, ideally in ticket-based, SLA-driven support models.
• Platform and 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.
• Education: Bachelor's degree preferred (Engineering or equivalent a plus).
• Communication: Strong written and verbal communication skills.
• Mindset: Curious and analytical, calm and structured under pressure, with a strong sense of ownership and comfort working within defined processes and boundaries.
• Nice to have: Experience supporting enterprise customers, exposure to ERP or third-party integrations, and familiarity with workflow automation, risk, compliance, or KYC platforms.