Senior Solutions Support Engineer 7_2025 (North America - Remote)

At Socotra, we are focused on reimagining and reinventing technology for insurance, one of the world’s largest and most technologically neglected industries. Our team is building the first fully data-integrated software solution for insurance companies, and our vision is to become the technology platform that powers insurance businesses everywhere. We'd like you to join us in the revolution.

Socotra is seeking a proactive, customer-obsessed Senior Solutions Support Engineer to support our customers in adopting, implementing, and maximizing the value of our platform. In this role, you will combine deep technical expertise with excellent communication and support skills to guide customers through onboarding, provide technical troubleshooting and training, and ensure a seamless product experience.

This is a hands-on, customer-facing position ideal for someone who thrives at the intersection of support, education, and technology. You'll work cross-functionally with Product, Engineering, and Sales to deliver technical solutions, resolve issues, and advocate for the needs of our customers.

Customer Support & Troubleshooting

• Serve as a key technical point of contact for customers post-sale and during implementation.

• Troubleshoot and resolve technical issues through clear communication and problem-solving.

• Maintain timely, high-quality responses to support inquiries via email, tickets, or live sessions.

• Escalate and collaborate with engineering teams to resolve complex technical challenges.
  

Customer Training & Enablement

• Deliver technical onboarding and product training to new customers and partners.

• Create and update training materials, knowledge base articles, and self-service guides to ensure that information is accurate and up-to-date.

• Empower users by translating complex technical concepts into clear, actionable learning.
  

Solution Design & Implementation

• Collaborate with customers and SI partners to design solutions tailored to business and technical requirements.

• Assist with data mapping, integrations, and configuration using SQL, APIs, and platform tools.

• Customize front-end experiences using HTML, CSS, and light scripting (Java, JavaScript, Python).
  

Documentation & Internal Collaboration

• Contribute to and maintain technical documentation, implementation guides, and best practices.

• Participate in code reviews and solution design discussions with internal teams.

• Provide feedback to Product and Engineering based on customer interactions and product gaps.
  

Customer Advocacy & Product Feedback

• Act as the voice of the customer to inform product improvements and roadmap decisions.

• Assist in beta testing of new features and support the rollout of new offerings.

• Help build a scalable support model and tools for continuous improvement.
  

• 5-7 years of experience in a technical support, solutions engineering, or implementation role at a SaaS or enterprise technology company.

• Proven ability to explain technical concepts to non-technical users with clarity and patience.

• Strong SQL skills; comfortable working with relational databases for queries and troubleshooting.

• Experience with cloud infrastructure and services (e.g., AWS, GCP, Azure).

• Experience with Java, JavaScript, or Python.

• Front-end development knowledge: HTML, CSS, etc

• Exceptional verbal and written communication skills; ability to tailor messaging by audience.

• Highly organized and self-directed with a collaborative approach to problem-solving.

• Bachelor's degree in Computer Science, Engineering, or related field preferred (not required).

You’ll play a crucial role in ensuring our customers' success, whether helping them navigate a challenging integration, empowering their teams with training, or providing thoughtful feedback to enhance our product. You’ll be a trusted advisor and problem solver, making a lasting impact on customer relationships and platform adoption.

Salary Range: based on location and experience: ($122,000 - $152,000 + 15% Bonus)

This position is remote in California, USA

Benefits:

• Competitive salary and meaningful equity

• Top-tier health benefits

• BetterHelp

• RocketLawyer

• Fitness Stipend

• Work from Home benefit

• Flexible vacation policy

• Competitive Health Reimbursement Accounts (HRA) for Dental and Vision

• Geo Blue / Supplemental International Travel Insurance for Business or Leisure Travel

This position is remote and offers a salary and equity package commensurate with experience. This job description provides a general overview of the position and does not encompass every task or responsibility that may arise during the course of employment.