Customer Solutions Engineer

Customer Solutions Engineer Enterprise SaaS | ShipScience Remote (U.S.) | Reports to CTO | Full-time What this role ownsNew customer onboarding and implementation, pre-sales technical discovery, carrier and system integrations, onboarding documentation, and the processes and tooling that let ShipScience scale across 20+ concurrent implementations.What success looks likeFaster time-to-launch, higher customer activation rates, and a repeatable onboarding system that doesn't require heroics to manage volume, paired with tight Sales-to-CS handoffs that set customers up before they even sign.CompensationBase salary: $110,000 – $150,000 | Health, dental, vision, 401(k), flexible PTO, equity, remote-first team.Why candidates will careDirect line to the CTO, full ownership of a function being built from scratch, and the chance to shape how a profitable logistics-tech company scales its customer experience.About ShipScienceShipScience is transforming the world of shipping intelligence. Our platform empowers ecommerce businesses with automated carrier claims filing and management, powerful analytics, carrier optimization tools, and proactive support to reduce shipping costs and negotiate carrier contracts. As we continue to grow, we’re looking for passionate team members who are excited to shape the future of shipping.About the RoleWe're seeking a hands-on, customer-focused Solutions Engineer to serve as the bridge between our technology and our customers. Reporting directly to the CTO, you'll own the onboarding and implementation experience for ShipScience customers.You'll partner with Sales during the pre-sales process to validate technical requirements, scope integrations, and develop implementation plans. After a customer signs, you'll become the primary owner of the onboarding process, coordinating customers onboarding activities directly with customers and ShipScience Product/Engineering as needed to ensure successful launches and long-term adoption.You'll help build the systems, processes, and documentation that enable ShipScience to scale while managing multiple concurrent customer implementations.This role is perfect for someone with strong technical aptitude, exceptional project management skills, and a passion for helping customers succeed.What You'll DoPre-Sales Technical DiscoveryPartner with Sales during prospect evaluations to understand customer requirements and technical needs.Lead technical discovery conversations with prospective customers.Assess integration requirements and identify potential implementation risks.Define onboarding scope and create implementation plans that set clear expectations for customers and internal teams.Serve as a trusted technical advisor throughout the sales process.Customer Implementation & Onboarding OwnershipServe as the primary owner for all new customer implementations from contract signature through successful launch.Create and maintain detailed implementation plans, timelines, milestones, and risk assessments.Coordinate onboarding activities across customer stakeholders and internal teams.Manage multiple concurrent onboarding and implementation projects, often supporting 20+ customers simultaneously.Proactively identify and resolve implementation risks before they impact customer success.Drive customers to first value and successful adoption of the ShipScience platform.Own implementation of new products and features for existing customers, partnering with the Customer Success Manager who identifies and scopes the expansion.Customer Enablement & Technical SetupGuide new users through the onboarding process with empathy and technical expertise.Assist with carrier and order system integrations and account configuration within the ShipScience platform (UPS, FedEx, USPS, Shopify, BigCommerce, NetSuite, and others).Deliver onboarding and launch-window training, platform walkthroughs, and best-practice guidance. Post-launch and ongoing training transitions to the Customer Success Manager.Troubleshoot technical issues and coordinate with Engineering when needed.Ensure customers have the resources and knowledge needed to be successful.Documentation, Process & Tooling DevelopmentPartner with Support Engineering, Product, and Customer Success to continuously improve the ShipScience public documentation and internal knowledge base.Help launch and maintain customer-facing release notes, implementation runbooks, and onboarding documentation.Build scalable onboarding and support processes that improve efficiency and customer outcomes.Evaluate and implement AI-powered support and onboarding tools.Customer Success InsightsIdentify trends in customer feedback and implementation challenges.Advocate for customer needs across Product, Engineering, Operations, and Leadership teams.Recommend product, process, and documentation improvements based on customer interactions.Track and improve onboarding success metrics and customer activation outcomes.What We're Looking For5+ years of experi