Solutions Engineer

Job description

Thousands of companies build better software products with the help of Canny’s customer feedback platform. As a Solutions Engineer, you’ll have one foot in our code base enhancing and maintaining our platform and the other working directly on solutions for our customers. You will be involved in troubleshooting advanced technical issues for customers and understanding where they fit into our wider technical space, always considering if this was a one-off or a wider problem to investigate. This role is a great fit for an engineer who is curious and likes to troubleshoot, seeing technical challenges as a puzzle to be solved. Please note that this role is not a Product Engineer role.

We are...

• Fully remote with no office
• 17 people, spread across 5 countries (US, Canada, Mexico, Spain, Turkey)
• Bootstrapped (no outside funding) and profitable

What you'll do at Canny:

• Act as the primary point of contact for advanced product issues and technical queries that surpass the capabilities of our primary support team
• Engage with customers directly to provide technical support and guidance
• Reproduce and resolve bugs reported by our team and customers
• Drive product and codebase enhancements while other priorities are slow
• Collaborate closely with our product and engineering teams to share feedback and insights from users
• Continuously learn and adapt to evolving technologies and practices to maintain our platform's top-tier quality
• Engage with the GTM (Go to market) team to answer questions and implement quick solutions that better enable them to accomplish their goals

A typical workweek looks like:

• 20-30% code. This is either bug fixes or small flow changes.
• 50-60% support tickets. Time is usually spent recreating the issue, looking into our docs and code, discussing solutions with the team, and asking the customer questions.
• 0-5% meetings. Internal or with customers. External meetings will also have another member of the Canny team on the call who is responsible for this relationship, eg sales or success/support.
• 10-20% variable tasks like data requests, researching functionality complexity, and talking to our integration partners about an issue.

Tech you’ll use every day:

• Our stack - TypeScript, ReactJS, Node.js, MongoDB
• GitHub - source code repository
• Intercom - live chat with customers
• Missive - email collaboration
• Slack - team and some customer communication
• Canny - tracking user feedback

Compensation & Benefits:

• Base salary of $90-155k USD
• We are aware this is a wide range, the main factors that will impact salary are seniority and location.
• Bonus program (8% of base salary, varies on performance)
• Regular Compensation Reviews (conducted semi-annually)
• Equity grant (RSUs)
• 20 paid vacation days, 15 paid holidays, and unlimited sick leave.
• Benefits: medical, dental, and vision insurance
• In-person team retreats twice a year

Job requirements

Experience you'll bring to Canny:

• 3-5 years of professional experience in a B2B SaaS environment, preferably in software engineering and interacting with customers directly
• Proven skills in identifying and addressing product issues promptly and efficiently.
• Continuously seek advancements in product development methodologies. Generate novel solutions for repetitive issues.
• A collaborative spirit, adept at fostering relationships with the product, engineering, and customer-facing teams.
• Experience working autonomously and as a part of a small, preferably remote, team.
• You have demonstrated the ability to onboard and integrate with an organization long-term:
• within the last 5 years, you've worked at one company for at least 2 years

Bonus:

• You’re comfortable hopping on calls with customers directly

Apply:

• In your application, please submit your resume, an optional cover letter, and explain your motivation to join Canny (we genuinely value understanding why you're drawn to us!).
• A heads-up: Every application is carefully reviewed by our team. Please answer the screening questions diligently to stand out and ensure your success. Candidates who don't invest time in the screening questions rarely advance.
• For some extra flair, share a link to your favourite GIF.

Location:

• This role requires working North American hours to best serve our customers and coordinate with the team.

Join us at Canny and be a part of a team passionate about build high quality software products. We look forward to reviewing your application!