Offer summary

Qualifications:

5+ years of experience in advanced customer support, preferably in a SaaS environment., Proficiency in Ruby programming and working knowledge of Python., Bachelor’s degree in computer science, MIS or a related discipline is preferred., Excellent verbal and written communication skills with a detail-oriented approach..

Key responsabilities:

Provide advanced technical support to clients, addressing complex technical issues.

Collaborate with internal teams to ensure comprehensive resolution of client issues.

Perform performance optimization of Onit’s products and solutions.

Identify and escalate recurring issues to improve product functionality.

Job description

Role: Senior Solution Engineer
Location: Remote, USA

Position Summary
As a Sr. Solution Engineer at Onit, you will play a critical role in providing exceptional technical support to clients utilizing our suite of products. You will be responsible for troubleshooting and resolving complex technical issues as well as performance optimization, ensuring that our clients have a seamless and successful experience with our solutions. This position offers an exciting opportunity to work cross-functionally with teams across Engineering, Product Management, and Professional Services to deliver world-class solutions and customer satisfaction.

Key Responsibilities
Supporting the effort to ensure the highest levels of client satisfaction with our products and services, the Sr. Solution Engineer 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.

Required Skills

5+ 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.

About Onit
We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.
We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.
If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.

Required profile