Technical Solutions Engineer
Technical Solutions Engineer – Certification Troubleshooting & Automation Role SummaryWe are looking for a highly technical, curious, and self-driven Technical Solutions Engineer who is passionate about two things: troubleshooting problems and making systems better.This role combines Tier 2 technical support, technical investigation, automation, and continuous improvement. You will work across teams and third-party certification platforms, serving as the technical bridge between Tier 1, engineering, vendors, and operations.Some issues will be simple and can be resolved quickly. Others will require deeper investigation across systems, data, APIs, configurations, and integrations. Beyond resolving individual issues, you will identify recurring problems and build scalable, automated solutions to reduce manual work and prevent issues from happening again.What You'll DoTechnical Support & TroubleshootingOwn Tier 2 technical support across certification and learning platforms.Investigate issues using SQL, APIs, logs, data, configurations, and system documentation.Resolve straightforward issues directly and investigate more complex cross-system issues.Identify root causes and provide clear, actionable escalations to engineering or vendors.Recognize patterns in ticket volume and identify potential broader system issues.Improve Tier 1 EscalationBuild and streamline the Tier 1 technical triage process.Create troubleshooting guides, decision trees, and escalation criteria that help Tier 1 identify the right platform and collect the right information.Act as the bridge between Tier 1 and engineering when issues are unclear or span multiple systems.Improve escalation quality and reduce unnecessary back-and-forth.Automate & ScaleIdentify repetitive manual work and build automation, scripts, workflows, or lightweight tools to eliminate it.Turn recurring technical problems into scalable and preventative solutions.Improve integrations, data flows, monitoring, and operational processes.Look for opportunities to simplify fragmented processes and make the ecosystem easier to operate.Partner & Drive ResolutionPartner with engineering teams, vendors, program managers, and operations to resolve technical issues.Translate technical findings into clear recommendations for technical and non-technical stakeholders.Document solutions, runbooks, and technical processes so knowledge can be reused.What We're Looking ForPassionate troubleshooter who enjoys figuring out why something isn't working.Builder mindset who naturally looks for opportunities to automate and improve.Strong systems thinker who can understand how multiple platforms and data flows interact.Curious and resourceful; comfortable digging into APIs, SQL, logs, documentation, and unfamiliar systems.Strong communicator who can bridge Tier 1, engineering, vendors, and operations.Experience with technical support, technical operations, solutions engineering, systems engineering, or a similar role.Experience with APIs, SQL, integrations, automation, or enterprise SaaS platforms is a plus.Experience with learning or certification platforms is helpful but not required.What Success Looks LikeYou will help the certification technology ecosystem run reliably, scale effectively, and continuously improve.Success means:Resolving issues efficiently and helping Tier 1 identify and route issues accurately.Building and improving solutions that are reliable, scalable, and minimize errors.Turning recurring problems and manual processes into automation, permanent fixes, and scalable workflows.Identifying opportunities to improve existing systems and processes so they can support increased volume without increasing manual effort.Reducing recurring issues, operational risk, and unnecessary engineering or support effort.