Cenosco

Solutions Engineer

• You support Account Executives during a Sales process to discover and translate a customer's technical priorities and problem statements into high impact use cases leveraging Cenosco IMS
• Meet with prospective customers during Sales Discovery calls
• Conduct platform demos
• Understand Customers’ requirements/expectations and break down their (often complex) challenges
• Map out how our platform can be adapted to address the customer’s requirements/expectations
• Collaborate with partners and customers to design and build solutions in Cenosco IMS
• You will design and scope proof-of-value projects which demonstrate the value Cenosco IMS delivers for the customer within a short amount of time
• You will also communicate the value opportunity of a full implementation and the corresponding strategic roadmap
• You will create re-usable collateral (e.g. product demos, case studies), best practices & tools to help scale your knowledge and expertise across the solution engineering function
• You will work with product management to translate your knowledge of customer problems into product insights to shape Cenosco IMS product roadmap
• Work with Product & Engineering teams to bring significant product improvements
• You lead the creation of new use cases and implement them on the platform to assess product-solution fit
• You provide feedback to our product team and share results of your discovery with go to market functions

Senior Solution Engineer

Support Engineer

• Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
• Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
• Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
• Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
• Serve as the primary technical contact for customers in the North America region, handling written communication, customer calls, and incident discussions
• Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
• Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution
• Make prioritization and escalation decisions independently during regional business hours
• Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product
• Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale

Senior Technical Support Engineer, Spanish Speaker

• Provide senior-level technical support for high-priority, high-impact issues from intake through resolution, including proactive expectation management in high-stakes situations
• Perform advanced troubleshooting across SaaS environments, integrations, and distributed systems; conduct root cause analysis and frame issues for Engineering with clarity and structure
• Serve as the go-to technical interface for customers in the region. Handle written communications and live calls, manage incidents, align on solutions, and build durable trust.
• Create reproducible bug reports; collaborate closely with Product, Engineering, and DevOps teams in Europe to drive timely fixes and long-term improvements
• Make confident decisions on prioritization, escalation strategy, and customer updates during APAC hours without immediate local peer support
• Identify recurring risks, systemic gaps, and process breaks; translate insights into concrete actions for Product and Support (documentation, tooling, automation, and process updates)
• Support rollout of tooling and processes (e.g., Zendesk implementation), release readiness ISO/compliance initiatives, and operational scaling efforts
• Provide regional coverage aligned with seniority and team schedules.

Senior Technical Support Engineer

• Handle advanced, high-priority, and escalated customer issues with full ownership and independence
• Troubleshoot complex technical problems across systems, integrations, environments, and data flows
• Communicate with customers through written channels and occasional live calls, providing clear explanations and professional service
• Take ownership of assigned customer accounts and ensure strong, long-term relationships
• Mentor and support junior and mid-level Support Engineers by sharing knowledge, guiding troubleshooting, and improving team capabilities
• Partner with Product and Engineering to analyze issues, escalate defects, and recommend long-term fixes
• Drive support improvement initiatives - process optimization, automation ideas, documentation updates , tool enhancements
• Lead or support cross-team projects (tooling rollout, onboarding improvements, system transitions)
• Participate in on-call duties (5:00 PM – 10 :00 PM CT)
• Contribute to current priorities such as Zendesk implementation, process development, and ticket backlog cleanup.