Customer Solutions Engineer

Note: Partly is headquartered in the UK, with a Product and Engineering base in Christchurch, and an early presence in San Francisco. If you are not based in Christchurch, we will fly you to HQ for 2 weeks for onboarding, as well as 1 week per quarter for our “Season Openers” (we pay for your travel and accommodation). If you are relocating to Christchurch from NZ or from overseas, we can also assist with relocation costs.

Partly's mission is to connect the world's parts and we're doing that by building the first global platform for replacement parts, starting with auto parts. Our big vision is to accelerate the world towards a sustainable future where waste is eliminated and all replacement parts are universally searchable, accessible and available to all.

Founded by ex-Rocket Lab engineers, we utilise cutting-edge technology to solve challenging but exciting problems that make a huge impact in a $1.9 trillion industry. We've more than tripled our team over the last 12 months and expect to double in size again over the coming 12 months. We're a global team spanning both Europe and Australasia.

We provide a scalable digital infrastructure solution to some of the world's largest businesses and the most exciting startups. Partly's solutions are integrated across hundreds of companies globally, providing the backbone for cataloguing and managing parts online.

Our investors in Blackbird Ventures (Canva, CultureAmp etc.), Square Peg, Octopus Ventures, Hillfarrance, Icehouse, Peter Beck (Rocket Lab), Akshay Kothari (Notion Co-Founder) and Dylan Field (Figma Co-Founder).

We're continuing to build a world-class team and ensuring Partly is a place where people can do the best work of their lives. We're proud of the culture we've built at Partly, and our values are lived throughout every experience.

As the Customer Solutions Engineer reporting to the Customer Success Director, you’ll play a key role in supporting collision repairers as they adopt and use Partly products. You’ll work closely with Customer Success, Engineering, and Product teams to ensure repairers have a great experience — from onboarding through to everyday use.

You’ll be the go-to contact for repairers, helping troubleshoot issues, capture feedback, and support continuous improvement across the product. This is a hands-on, office-based with time in the field role that combines customer support, insight gathering, and enablement. You’ll help Partly deliver on its promise to connect the world’s parts.

• Help Automotive Repairers Day-to-Day by providing direct support across channels including phone, email, and onsite visits. Help them get the most out of Partly products and troubleshoot any issues they encounter.

• Surface and Communicate Feedback from repairers about their experience using Partly products. Work closely with Product and Engineering teams to share insights that contribute to ongoing improvements and innovation.

• Collaborate Across Teams by working closely with Account Managers, acting as a support layer across all repairer accounts. Ensure a consistent experience, even if you don’t directly own the relationships.

• Contribute to Self-Service Resources by improving documentation, help centre articles, onboarding guides, and internal playbooks to reduce friction and scale support.

• Spot Patterns and Share Insights by monitoring repairer engagement trends, behaviours, and opportunities for improvement. Share these insights with internal teams to help shape the product roadmap and enhance the overall repairer experience.

Want to learn more about the problems we're solving and the culture we're building at Partly? Hear directly from our team here: https://shorturl.at/iAFUX

• Collision repair industry knowledge – You have experience in or knowledge of the collision repair industry, with a solid understanding of how workshops operate day-to-day. You’re comfortable speaking the language of repairers and earning their trust.

• Customer-focused communicator – Whether it’s on the phone, over email, or in person, you know how to connect with people, understand their challenges, and explain things clearly—especially to those who may not be technically inclined.

• Organised and detail-oriented – You’re good at digging into issues, keeping track of what’s been reported, and following up to ensure nothing falls through the cracks.

• Collaborative and cross-functional – You enjoy working with different teams and sharing insights. You know how to bridge the gap between end-users and internal teams like product or engineering.

• Comfortable with technology – You don’t need to be an engineer, but you’re confident using apps, learning new tools, and understanding how digital systems fit into the repair workflow.

• Proactive problem-solver – You’re keeping an eye out for patterns, spotting opportunities to improve, and taking initiative to make things better for repairers.

Please note: if you don't have all the skills/experience listed above but believe you could be outstanding in this role, please still consider applying. Many folks, especially those from underrepresented or marginalised groups, often count themselves out. Please allow us to learn more about you and why you're exceptional!

• High trust, low process and no bureaucracy. We hire exceptional people whose judgment we trust. This means we proactively remove any process or rules that slow us down (for example, our expense policy is simply the “red face test”).

• Competitive base salary + equity. We offer competitive salaries and generous equity options for all full-time employees, ensuring everyone shares in the financial upside when we win.

• Flexible working hours. Choose when to work based on what time you’re most effective (no mandatory or set hours). We combine flexibility with an office-first approach (in cities where we have critical mass, i.e. London, Christchurch, Auckland). ****

• Focus Days. Two days per week, with zero meetings, dedicated solely to uninterrupted deep work

• Take time when you need it. We don’t ask questions or care if people have a negative leave balance. We work extremely hard and trust our team to take the time they need to recharge.

• Offices in Christchurch CBD and on Auckland’s Karangahape Road. We invest heavily in our offices (standing desks, healthy snacks, quality coffee, drinks on tap) to ensure they’re places people are excited by, where they build relationships and get their best work done.

• Learn from the best. Whether it’s during a ‘Lunch n Learn’ or hearing from a unicorn CEO at a Fireside chat, you’ll have the opportunity to constantly learn from the world’s best.

• Quarterly season openers & annual global offsite. Connect regularly at the nearest centralised location for a week of collaboration, big-picture planning and team events.

• Team connection. Monthly team lunches, celebrating our wins, happy hours and more!

• Parental leave and flexible return to work. Do what works for you. Primary carers can return with 4-day weeks (on 100% pay for the first 12 weeks). Secondary carers get 10 days full pay.

• Payroll Giving: We encourage generous giving and donate to the high-impact charities you support

If you are relocating from overseas or domestically to Partly HQ, we offer a generous relocation allowance to support your move