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DigitalGenius builds AI that resolves e-commerce customer service end-to-end: order issues, carrier problems, returns, refunds, and replacements—often before customers notice problems. The company serves major retail brands including On, Rapha, Air Up, Holland & Barrett, AllSaints, Honeylove, and Clarins.
As a Solutions Engineer, you are the technical owner of clients' automation solutions and their primary technical contact. You work directly with clients' operations and engineering teams to scope, design, build, and maintain their implementations. This is a client-facing technical role requiring strong communication and accountability.
Key responsibilities include: running scoping sessions to understand client needs; presenting and defending technical designs; designing and building automation flows on the DigitalGenius platform for complex, high-volume use cases; integrating with client ecosystems (Shopify, Zendesk, Gorgias, Loop, OMS platforms, carriers) via APIs and webhooks; writing custom Python actions where needed; prompting, tuning, and evaluating LLM components; troubleshooting behavior across systems, data, and AI (often live with clients); reporting results to non-technical stakeholders; and identifying opportunities to grow accounts into new use cases. You'll also feed learnings from real implementations back to the Product team.
You report to the Lead Solutions Engineer and work alongside Customer Success. Required qualifications: 2+ years in a technical client-facing role (solutions engineering, implementation, professional services, technical consulting, technical account management, or escalation support); proven ability to run scoping calls, explain technical decisions to non-technical audiences, push back on unworkable requests, and communicate clearly when production issues occur; strong understanding of APIs, JSON, webhooks, authentication, pagination, and rate limits; Python proficiency (write, understand, debug scripts; read others' code; explain design and testing); hands-on experience building automations in low-code/config-heavy tools (Zapier, Make, n8n, Workato, UiPath, Salesforce Flow, Power Automate, Retool, or vendor platforms); daily use of AI tools with clear perspective on strengths and limitations; proven ability to manage multiple client projects simultaneously against deadlines.
Preferred: LLM work (prompting, classification, guardrails, evaluation, OpenAI/Anthropic SDKs); e-commerce and OMS experience, especially Shopify (orders, fulfillments, returns, refunds, webhooks); customer service platforms (Zendesk, Gorgias, Dixa, Salesforce Service Cloud); SaaS post-sales delivery experience.
Role is remote, EU-based, aligned to UK business hours (GMT/BST). Benefits include competitive salary, 25 days vacation plus birthday off, fitness stipend ($210/month), mental health support platform, paid Claude/Cursor subscriptions, and learning budget.
