Solution Engineer (Product Expert) | Housing

About the role

You will lead discovery sessions that extract precise product requirements from housing and healthcare clients to define solution scope. You will serve as the technical voice for Support Engineers, aligning their workflows and ensuring seamless collaboration across teams. In this capacity, you will design and maintain roadmaps for self-serve launch tools and internal launch settings, embedding robust quality assurance processes into every stage. You will deliver in-depth technical product demonstrations, craft compelling presentations, and explain intricate concepts to non-technical stakeholders with clarity and precision. You will act as a strategic partner to Customer Success Managers, guiding them through complex implementations and owning escalation resolutions. You will provide post-launch troubleshooting support, diagnosing and resolving issues within your product area to maintain high client satisfaction. You will develop comprehensive training materials that empower clients and internal teams to use the platform effectively and independently. You will attract and influence top-tier talent, helping to build a high-performing team that shares your commitment to execution and excellence.

Key facts

What you'll do

Conduct exhaustive discovery sessions to capture detailed product requirements and success criteria from prospective housing and healthcare clients.

Represent Support Engineers within your assigned product area, coordinating workflows, sharing insights, and driving alignment on support strategies.

Architect and sustain roadmaps for self-serve launch tools and internal launch configurations, including oversight of quality assurance checkpoints and validation protocols.

Deliver technical product demonstrations, executive presentations, and detailed explanations of complex features to stakeholders with varying technical backgrounds.

Guide Customer Success Managers through intricate implementation scenarios, acting as a strategic partner in training, escalation management, and issue resolution.

Provide advanced troubleshooting support for clients after product launch, diagnosing root causes and resolving issues within your designated product area.

Develop in-depth product expertise to address client needs effectively, ensuring smooth knowledge transfer and continuous support coverage across the lifecycle.

Source and evaluate top-tier talent, contributing to recruitment efforts aimed at building a resilient and high-performing team.

Collaborate with engineering, operations, and product management teams to refine requirements, prioritize features, and improve development workflows.

Leverage CRM tools and support ticketing systems to track client interactions, document resolutions, and generate insights that inform product improvements.

Implement and refine QA processes for self-serve tools, establishing testing frameworks that reduce errors and accelerate launch readiness.

Balance multiple priorities in a fast-paced environment, managing concurrent projects and deadlines without compromising accuracy or client satisfaction.

Champion proactive support models that identify potential issues before they escalate, improving stability and client confidence.

Adapt communication style to suit diverse audiences, translating technical jargon into actionable language for executives, clinicians, and operators.

Requirements

Possess 3+ years of hands-on experience in Solutions Engineering roles within SaaS organizations, with a focus on housing or related verticals.

Demonstrate willingness to travel up to 20% to engage with prospective clients, attending meetings, conducting demos, and supporting field initiatives.

Show strong comprehension of product development and launch processes, including requirement gathering, scoping, and release coordination.

Exhibit excellent problem-solving abilities, applying structured methods to diagnose and resolve technical issues across integrated systems.

Have experience collaborating with cross-functional teams, including engineering, operations, and product management, to deliver cohesive solutions.

Communicate effectively with both technical and non-technical stakeholders, presenting complex concepts in clear, concise, and persuasive ways.

Utilize customer relationship management (CRM) tools and support ticketing systems to manage pipelines, track engagements, and analyze support metrics.

Manage multiple tasks and priorities simultaneously, maintaining performance and attention to detail in a fast-paced, deadline-driven setting.

Apply experience with QA processes and the development of self-serve tools, ensuring that testing, documentation, and deployment standards are met.

Work autonomously as well as within a team environment, taking initiative in problem-solving while contributing to group objectives and knowledge sharing.

Commit to working in person at the office 4-5 days per week, fostering close collaboration and alignment with company culture.

Nice to have

Experience with QA processes and developing self-serve tools that reduce manual effort and improve client onboarding efficiency.

Practical notes

Willingness to travel up to 20% is required.

In-office presence of 4-5 days per week is mandatory.

The role operates under full-time employment terms.