Arcus Search
Solutions Engineer
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We're hiring a Solutions Engineer to sit at the intersection of engineering, customer success and product.
This is a highly technical, customer-facing role. You'll spend roughly 70% of your time supporting enterprise customers, investigating issues, troubleshooting problems and ensuring customers are successful. The remaining 30% of your time will be spent on engineering, fixing bugs, improving internal tooling and proactively enhancing the platform based on customer feedback and your own observations.
Rather than simply escalating problems to engineering, you'll own them end-to-end, diagnosing issues, implementing fixes where appropriate, and helping shape a product that delights customers.
You'll work closely with Engineering, Customer Success and Product to ensure customers receive exceptional technical support while continuously improving the platform for everyone.
You'll
- Become a trusted technical partner for our enterprise customers, helping them get maximum value.
- Investigate and resolve technical support issues across the application, APIs and integrations.
- Debug production issues across the frontend, backend and infrastructure.
- Write code to fix bugs and improve product reliability.
- Build internal tools and automation that improve customer support and operational efficiency.
- Identify recurring customer pain points and proactively improve the platform to eliminate them.
- Collaborate closely with Customer Success to ensure smooth customer onboarding and ongoing adoption.
- Work alongside Engineering to prioritise technical improvements based on real customer needs.
- Help improve monitoring, observability and incident response as the platform scales.
- Contribute to documentation, knowledge sharing and best practices across the company.
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Our Stack
- Frontend: Vue 3, TypeScript
- Backend: Python, FastAPI, Postgres
- Cloud: Azure as primary (plus a small number of services on GCP)
Python and TypeScript knowledge are ideal and everything else is nice to have.
What We're Looking For
We're looking for someone who enjoys solving technical problems, working directly with customers and writing code that improves the product.
The ideal candidate is equally comfortable investigating production issues, explaining technical concepts to customers and jumping into the codebase to implement fixes.
Must-have experience
- Experience owning and resolving technical issues in a production software environment, gained through technical support, application support, on-call engineering, incident response, implementation or a similarly customer-facing technical role.
- Ability to debug web applications across frontend and backend systems.
- Ability to investigate issues methodically using logs, monitoring tools and application code.
- Excellent communication skills with the ability to explain technical issues clearly to both technical and non-technical stakeholders.
- Strong customer empathy and a genuine desire to solve customer problems.
- Comfortable working independently, prioritising multiple issues and owning problems through to resolution.
- Experience using AI-assisted tools to improve investigation, troubleshooting and day-to-day productivity, with a willingness to embrace new AI-driven ways of working.
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Nice to have
- Experience with Python and FastAPI.
- Experience with Vue or another modern frontend framework.
- Experience supporting enterprise SaaS customers.
- Familiarity with REST APIs, authentication and integrations.
- Experience with Azure, AWS or GCP.
- Experience working in a startup or high-growth technology company.
- Experience building internal tools or automation to improve operational efficiency.
We care far more about your ability to solve problems, communicate clearly and improve products than the exact technologies you've used.
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