Job Detail
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Job ID 6404
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Industry SAAS
Job Description
We’re Hiring a Solutions Engineer
We’re looking for someone technical enough to understand systems, empathetic enough to understand users, and scrappy enough to solve problems fast. As our first Solutions Engineer, you’ll work with our Head of Customer Support to make sure every clinic gets up and running smoothly—and stays there.
This is a hybrid role: implementation, troubleshooting, tooling, and enabling success. You’ll turn complex problems into clear solutions, and help clinics feel empowered—not overwhelmed—by technology.
Who You Are
- You’re a technologist with a service mindset.
- You can debug an integration, fix a misfire, or build a workaround—without making the customer feel like the problem is theirs.
- You see onboarding as a product surface.
- You’re calm in the chaos and structured in the unknown.
- You want to make complex systems feel simple and humane.
- You can switch between talking to a vet, editing a JSON config, and escalating a bug—without dropping the thread.
What You’ll Do
🧩 Support the Setup
- Work with new clinics to configure and launch their integrations, workflows, and user roles.
- Turn our product into their solution, with minimal engineering input required.
- Identify and smooth any sharp edges in the onboarding journey.
🔍 Debug the Details
- Investigate customer issues across frontend, backend, and third-party systems (API calls, message queues, etc.).
- Partner with Engineering to escalate bugs or ship internal tools that unblock Support.
- Write short scripts or admin queries to fix data inconsistencies or triage production issues.
📚 Enable the Team
- Build playbooks and tooling that help Support resolve issues without engineering bottlenecks.
- Maintain clear documentation for common issues, configurations, and fixes.
- Keep implementation knowledge flowing—not stuck in silos.
📈 Drive Product Feedback
- Tag, structure, and surface trends in customer pain points.
- Collaborate with Product and Engineering to make long-term improvements.
- Turn support moments into product insight—and product improvements into better support.
Core Competencies
- Strong familiarity with web tech (APIs, webhooks, HTTP requests, JSON, browser consoles)
- Comfortable reading code and navigating backend logs (Node.js, TypeScript, AWS basics)
- Able to debug across React/React Native frontends and backend workflows
- Clear communicator—able to explain systems to non-technical users and write up detailed investigations for engineers
Why PetsApp?We believe technology should elevate the care experience, not get in the way. In your role, you’ll help clinics trust what we’ve built—and help us build what they need next. You’ll work hand-in-hand with our Head of Customer Support to turn support from a reactive team into a proactive advantage.
Required skills
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