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Certa is an AI-first third-party operating system used by Fortune 500 companies and fast-growing startups to onboard, assess, and monitor vendors, suppliers, and partners across risk, compliance, and ESG. The company has processed over 10 million entities for 100,000+ users across 120+ countries and is backed by Fin Capital, Vertex Ventures, and Point72 Ventures.
As a Solution Engineer (Post-Implementation), you will be a key member of Certa's Support organization, responsible for the stability, reliability, and correct usage of the Certa platform. This is a break/fix and troubleshooting role focused on resolving customer issues, diagnosing configurations, and managing incidents—without owning ongoing implementation or change delivery.
Key responsibilities include: resolving customer issues via the support portal by investigating and troubleshooting break/fix issues and user errors; maintaining deep knowledge of Certa configurations, workflows, and data structures to diagnose root causes; triaging and prioritizing incoming tickets to defined SLAs and escalating complex issues to Product or Engineering with clear documentation; distinguishing Support work from Managed Services and routing out-of-scope requests appropriately; capturing issues and resolutions in knowledge bases; and surfacing recurring friction points to drive platform improvements.
You should have 1–3 years of experience in Technical Support, Application Support, Solutions Engineering, or Implementation Support within a SaaS environment, ideally in ticket-based, SLA-driven models. Strong grasp of SaaS configuration concepts (workflows, data models, permissions, logic) and methodical troubleshooting skills are essential. Exposure to APIs, RESTful services, and JSON is preferred. A Bachelor's degree is preferred, with Engineering or equivalent a plus. You must have strong written and verbal communication skills, be curious and analytical, calm under pressure, and comfortable working within defined processes and boundaries. Experience supporting enterprise customers, exposure to ERP or third-party integrations, and familiarity with workflow automation, risk, compliance, or KYC platforms are nice-to-have.
Note: This role requires alignment with U.S. Pacific Time business hours. Certa is remote-first with optional office locations in London, San Francisco, and Jaipur.
