Solution Engineer - Post Implementation

Certa (certa.ai http://certa.ai) is an AI-native third-party risk management platform that unifies the full third-party lifecycle, from onboarding through continuous monitoring and offboarding. Enterprises from the Fortune 500 to fast-growing startups use our no-code platform to manage vendors, suppliers, and partners across risk, compliance, and ESG. Trusted by Honeywell, Uber, MARS, and Boeing, we've processed over 10 million entities for 100,000+ users across 120+ countries. ROLE OVERVIEW As a Solution Engineer (Post-Implementation), you'll be a key member of Certa's Support organization, 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. Note: This role requires alignment with U.S. Pacific Time business hours. WHAT YOU'LL DO - 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 & escalations: Triage and prioritize incoming tickets, manage them to defined SLAs, and escalate complex issues to Product or Engineering with clear reproduction steps and documentation. - Protect scope & 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 & 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. WHAT YOU'LL NEED - 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 & 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. -…