Solutions Engineer

CommandLink

Solutions Engineer partnering with enterprise customers on ITSM platform onboarding and driving technical success. Focused on configuring and implementing workflows, alerting, and integrations for maximum customer value.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $120,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMPythonServiceNow

About the role

Key responsibilities & impact

Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes
Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting
Design and implement alerting and monitoring policies aligned to SLAs/SLOs
Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks
Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success
Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities
Run QBRs and proactively deliver improvement plans, not just recommendations
Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision
Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation
Collaborate with sales engineers to design solutions and ensure requirements are fully addressed
Deliver platform demos that clearly showcase execution-ready solutions
Takes on additional responsibilities and projects as needed to support the success of the team and organization

Requirements

What you’ll need

3 years minimum, 5+ years preferred in a Solutions Engineering, TAM, Post-Sales, Pre-Sales, or Technical Support role
Relevant experience working at a SaaS company is required
Proven track record of owning enterprise customer outcomes end-to-end, not just advising
Strong hands-on knowledge of ITSM platforms (ServiceNow, Jira Service Management, Freshservice)
Background in monitoring, alerting, AIOps, and workflow automation
ITIL process knowledge (incident, change, problem)
Hands-on experience with alerting/monitoring concepts and event correlation
APIs, JSON, webhooks, and light scripting (Python/PowerShell preferred)
Familiarity with enterprise integrations and multi-tenant SaaS delivery

Benefits

Comp & perks

Generous Medical, Dental, and Vision coverage for full-time employees
Flexible time off
401k to help you save for the future
Fun events at cool locations
Free DoorDash lunches on Fridays
Employee referral bonuses to encourage the addition of great new people to the team

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITSMmonitoringalertingAIOpsworkflow automationAPIsJSONwebhooksPythonPowerShell

Soft Skills

leadershipcommunicationcustomer satisfactionproblem-solvingcollaborationaccountabilitytechnical ownershipproactive deliverytroubleshootingpresentation

Certifications

ITIL