Solutions Engineer

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🔥 6 hours ago

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Numa

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

🏨 Hospitality

✈️ Travel

Hospitality • Travel

Numa is a European hospitality brand that operates digitally managed rooms and apartments in city-center locations across Europe. It emphasizes easy, app-driven, keyless check-in and tailored stays for both business and leisure travelers, supporting short and long stays, group and corporate bookings, and offering a membership program with discounts and perks plus 24/7 support. Numa markets properties in many major European cities and focuses on streamlined, contactless guest experiences and business travel services.

📋 Description

• 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.

🎯 Requirements

• 1+ years of experience in technical support, solutions engineering, application support, or a similar customer-facing technical role. • Strong troubleshooting, analytical, and problem-solving skills. • Proven ability to work independently as a self-starter, taking ownership of problems end-to-end and proactively driving solutions with minimal supervision, while comfortably identifying next steps without needing detailed direction. • Experience supporting SaaS platforms, web applications, APIs, or enterprise software solutions. • Working knowledge of SQL, APIs, JSON, and basic scripting (e.g., Python, JavaScript, or similar) is considered a strong asset. • Familiarity with CRM, ticketing, or support platforms such as HubSpot, Zendesk, or Linear. • Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences. • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. • A collaborative mindset and passion for delivering exceptional customer experiences.

🏖️ Benefits

• Base Salary: $70,000 CAD + Bonus • Equity Package • Flexible PTO • Fully Paid Group Insurance