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< class="h2">Here's what you'll do at Solid

 

< class="h3">What is the Role?

If you're obsessed with the feeling you get from knowing you helped startups to enterprise companies succeed, then please read on. We're recruiting for an experienced Solutions Engineer (SE) with relentless drive and the ability to thrive in a hyper growth FinTech startup. Solid's CSEs are ultimately responsible for the complete post-sales ongoing technical support of Solid customers to fully integrate our APIs and allow the customer to thrive on our platform. You will become a trusted advisor to our customers, deeply understanding their business, anticipating their needs, and helping them navigate challenges to success. CSEs work cross-functionally to ensure customers can realize value quickly and launch their products successfully on our FinTech platform.

 

< class="h3">Who does this role report to?

Suresh Venkatraman, Head of Solution Engineering at Solid. Suresh has served in technical and leadership roles for 20+ years at startups and established companies such AT&T and Microsoft.

 

< class="h3">Top 10 responsibilities & accountabilities:

1. You provide timely and accurate technical support to customers through tickets, emails, and phone calls.

2. You're a Solid platform SME to support internal teams and customers.

3. Advise, and educate all customers on Solid's platform best practices and align business use cases to configuration and data needs.

4. Create knowledge articles for internal and external use to foster a positive self-help environment.

5. Triage customer technical issues, provide workarounds when possible, identify the root cause, and keep the customer informed on progress.

6. Identify potential issues with each product release and work with Product and Engineering teams to take timely and effective action to prevent problems.

7. Present and drive a consultative approach to technical support that is empathic, persuasive, and informative. 

8. You thrive on the urgency and importance of working with ambiguity and tight deadlines to achieve customer happiness while balancing competing priorities.

9. You are a Solid platform expert and skillfully consult and train customers in meetings, presentations, and documentation.

10. Advocate for the customer to internal stakeholders. You share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Solid platform experience.

< class="h3">What do I need to excel in this role?

• 3+ years of technical support experience at a complex API-heavy technology company, preferably at a fintech or financial services company with SaaS offerings. 

• Demonstrated success at a startup or in a high-growth environment.

• Detailed understanding of the fintech ecosystem and platform business model with a SaaS offering.

• Sophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses

• Deep understanding of internet technologies -- API Models, HTTP, JSON, cURL, Postman (or other request libraries)

• Understanding of financial services infrastructure, financial networks or payment processor structures

• Experience understanding Client / Server architecture and providing support for infrastructure services In depth understanding of API.

• Experience writing scripts in Python or similar languages is a plus.

• Triage and documentation of issues with hands-on experience with logging and monitoring tools / diagnosing issues

• High ownership and drive. You own your outcomes, are highly self-motivated, with an entrepreneurial mindset, and are driven to improve.

• Execution in ambiguity. You’re comfortable and thrive in fast-changing environments.

• Independent problem-solving. You have a pragmatic mindset and can make decisions with imperfect information.

• Ability to work effectively in a remote-first environment with team members distributed across the globe.

• Ability to quickly understand complex business requirements and craft tailored solutions

• Strong analytical skills and operating rigor

• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders

• Track record of managing large, complex projects and/or programs

• Experience handling demanding customers or situations and can demonstrate resolutions

• Willingness to tackle things on your own

• Low-ego, high self-awareness. You know your strengths and weaknesses and are hungry for feedback to grow.

• Time Zone: PST

< class="h2">About Solid

Solid is a modern fintech infrastructure provider – a one-stop shop that offers a fully integrated and compliant suite of fintech services – think AWS for FinTech or simply FinTech-as-a-service!

On Solid's fully managed infrastructure, any company can quickly build and launch embedded fintech products such as bank accounts, crypto wallets, payments, and cards to their users. The company owns the experience and has little or no regulatory overhead. Integration is a light technical lift, a matter of calling modern APIs and a few lines of code, facilitating lightning-fast speed to market. 

Solid's clients include established FinTechs (such as Plate IQ and Paystand), SaaS leaders (such as Shifl and Everflow), and rapidly growing startups (such as Lumanu and Starlight). 

Headquartered in San Mateo, CA, Solid is backed by FTV Capital, Headline, Base10, Grishin Robotics, and Abstract Ventures. Learn more: Website, LinkedIn, or Crunchbase.