Job Description
Solutions Engineer
Location: Remote (Canada). Must be based in the Pacific Standard Time Zone.
Schedule: 9:00am - 6:00pm PST
About Numa
Numa is building the platform to power AI-native dealerships, rearchitecting automotive service and sales with advanced AI agents that automate customer interactions, streamline operations, and reimagine how dealerships work. Numa integrates AI into every aspect of dealership functions—from rescuing customer calls and voicemails that generate more revenue, to reducing customer resolution times that drive overall customer satisfaction (CSI), to improving dealership team productivity and accountability. Numa has raised $50 million from leading investors (Google, Threshold, Costanoa, Mitsui, and Touring Capital).
The Role
We’re looking for a Solutions Engineer to join our team and deliver exceptional technical support and solution delivery for our customers and internal stakeholders. In this role, you will act as a trusted technical advisor, diagnosing issues, resolving complex product and system challenges, and helping users maximize the value of our solutions.
This role sits at the intersection of multiple teams—including Product, Engineering, and Customer Success—and acts as a key “connector” across them. Success in this role requires someone who understands how different parts of a company fit together, can navigate cross-functional workflows with ease, and can communicate clearly between technical and non-technical stakeholders.
The ideal candidate is a self-starter who takes initiative, works proactively, and is comfortable owning tasks and identifying what needs to be done next without heavy direction. You enjoy solving problems independently, anticipating issues before they escalate, and continuously improving processes, documentation, and the overall customer experience.
What You’ll Do
- Provide timely technical support to customers through multiple channels, including phone, email, chat, and remote sessions.
- Be actively available to answer inbound customer phone calls during all scheduled working hours as part of a coverage-based support model.
- Serve as part of a coverage-based support team, maintaining availability during scheduled hours to handle urgent support requests and real-time issue resolution.
- Support a geographically distributed customer base by providing coverage across designated time zones in Canada and the United States.
- Work within an assigned regional coverage model, with schedules aligned to business needs and customer demand across North American time zones.
- Manage a queue of support cases, balancing real-time customer interactions with timely resolution of email and ticket-based inquiries.
- Proactively take ownership of incoming issues, identifying next steps and driving resolution independently.
- Investigate, troubleshoot, and resolve complex technical issues related to product functionality, integrations, and system performance.
- Reproduce customer-reported issues, perform root cause analysis, and implement effective solutions or workarounds.
- Collaborate with Product, Engineering, and Customer Success teams to escalate and resolve product defects or high-impact issues.
- Assist with solution configuration and optimization to meet customer and business needs.
- Develop and maintain technical documentation, knowledge base articles, troubleshooting guides, and best practices.
- Monitor support trends, identify recurring issues, and recommend product or process improvements.
- Maintain accurate case records, issue documentation, and resolution details in support systems.
- Contribute to continuous improvement initiatives that enhance team efficiency, service quality, and customer satisfaction.
What You Bring
- 1+ years of experience in technical support, solutions engineering, application support, or a similar customer-facing technical role.
- Strong troubleshooting, analytical, and problem-solving skills.
- Proven ability to work independently as a self-starter, taking ownership of problems end-to-end and proactively driving solutions with minimal supervision, while comfortably identifying next steps without needing detailed direction.
- Experience supporting SaaS platforms, web applications, APIs, or enterprise software solutions.
- Working knowledge of SQL, APIs, JSON, and basic scripting (e.g., Python, JavaScript, or similar) is considered a strong asset.
- Familiarity with CRM, ticketing, or support platforms such as HubSpot, Zendesk, or Linear.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- A collaborative mindset and passion for delivering exceptional customer experiences.
Nice To Have
- Experience working in a startup or high-growth environment, with comfort operating in fast-paced, evolving environments.
- Experience with system integrations, data analysis, or workflow automation.
- Familiarity with AI tools and effective prompt engineering for research, troubleshooting, or workflow optimization.
- Exposure to reporting or business intelligence tools such as Looker Studio, Tableau, or Microsoft Power BI.
What Success Looks Like
- Resolve technical issues efficiently while maintaining a high standard of customer satisfaction.
- Build trusted relationships with customers and internal stakeholders.
- Balance responsiveness to real-time support needs with effective case ownership and follow-through.
- Consistently demonstrate a proactive, self-directed approach to identifying and solving problems.
- Contribute to a scalable, knowledge-driven support organization.
Why Join Numa
- We believe in everyone's growth
- Be part of an industry leader named the #1 fastest-growing AI Automotive company by Inc. 5000
Compensation & Benefits
- Base Salary: $70,000 CAD + Bonus
- Equity Package
- Flexible PTO
- Fully Paid Group Insurance
At Numa, you’ll have the chance to represent game-changing technology in an industry that’s ready for innovation. If you love being in the field, thrive on solving problems in real time, and want to make an impact at a high-growth company, we’d love to hear from you.
Originally posted on Himalayas
