Numa

Solutions Engineer

• 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.

Architect

• Build strategic partnerships with dealership GMs and leadership teams, earning trust through insight, credibility, and results
• Tie Numa’s platform to business goals such as profit, team productivity, and customer satisfaction (CSI)
• Lead executive Quarterly Business Reviews (QBRs) that align teams and create forward-looking action plans
• Deliver dealership-specific performance insights that are actionable, impactful, and aligned with local priorities
• Create and manage 90-day engagement plans that drive measurable outcomes
• Guide strategic reviews and tailor action plans based on real-time performance metrics and dealership priorities
• Elevate Numa from a vendor to a strategic partner that leadership relies on for results
• Partner cross-functionally with Product, Customer Success, and Sales to shape tools, playbooks, and best practices that elevate client success
• Travel onsite to dealerships as needed to deepen relationships and drive engagement

Performance Architect

Backend Engineer

• Design, build, and optimize high-performance backend services
• Ensure stability, scalability, and security of our serverless stack
• Drive architectural discussions and establish best practices in testing, deployment, and monitoring
• Mentor engineers and foster a culture of technical excellence
• Collaborate across teams to shape the future of hospitality tech

Solutions Engineer

Performance Architect

Senior Backend Engineer