Solutions Engineer

Solutions EngineerLocation: Remote (Texas-based candidates only)

Experience: 5–10+ years

About the Role

Mojo Helpdesk is a cloud-based help desk and ticket management platform becoming the new agentic AI operating system for schools and SMBs. Trusted by more than 2.5 million users worldwide, helping organizations streamline support operations, manage service requests, automate workflows, and deliver exceptional customer service. 

We are looking for a customer-focused, technically minded Solutions Engineer to support customers and prospects across our suite of apps.

This is a highly collaborative, customer-facing role that blends product expertise, technical problem-solving, customer advocacy, and cross-functional coordination. You will work closely with customers, prospects, engineering, product leadership, and customer experience teams to improve both the customer experience and the products themselves.

What You’ll DoProduct Demonstrations & Customer Guidance

• Conduct engaging and informative product demonstrations for:
• Mojo Helpdesk
• Metadot Connected Workspace (Project Management, CRM, Assets, Invoicing, AI, etc)
• Tailor demonstrations and walkthroughs to customer use cases and workflows
• Help customers understand platform capabilities, integrations, and best practices
• Support onboarding and adoption conversations with customers and prospects
• Serve as a product expert during customer calls, meetings, and virtual sessions
• Assist customers with workflow recommendations and practical implementation guidance

In this role, you will serve as a product expert and trusted technical advisor, guiding customers through product demonstrations, onboarding conversations, support interactions, and ongoing product feedback discussions. 

Customer Support & Technical Coordination

• Manage and respond to inbound customer requests through the helpdesk and ticketing systems
• Participate in scheduled customer support calls and troubleshooting sessions
• Investigate customer-reported issues and coordinate internally to drive resolution
• Ensure customer concerns are properly documented, prioritized, and followed through to completion
• Maintain clear and professional communication throughout the support process
• Help improve customer satisfaction through responsive and solution-oriented engagement

Product Feedback & Continuous Improvement

• Identify, document, track, and follow up on:
• Product bugs
• Usability concerns
• Feature requests
• Enhancement opportunities
• Gather customer feedback and communicate recurring themes to the development team
• Collaborate regularly with engineering and product stakeholders to discuss customer needs and product direction
• Recommend product improvements based on customer interactions and support trends
• Help prioritize issues by communicating customer impact and urgency

Cross-Functional Collaboration

• Collaborate daily with:
• Customer Experience (CX) Manager
• Development team
• Sales team
• Customers and prospects
• Internal support and operations teams
• Participate in internal product discussions and feedback sessions
• Contribute to improving:
• Internal documentation
• Knowledge base articles
• Online help content
• Support workflows and processes
• Help ensure alignment between customer expectations and product capabilities

Qualifications

• Bachelor’s degree preferred
• 5–10+ years of experience in:
• Solutions engineering
• Technical support
• SaaS implementation
• Customer success
• Product support
• Or other customer-facing technical roles
• Experience conducting SaaS product demos and customer presentations
• Strong technical aptitude with the ability to quickly learn software platforms and workflows
• Experience working with ticketing/helpdesk systems and customer support tools
• Ability to communicate technical concepts clearly to both technical and non-technical audiences

Skills & Attributes

• Excellent written, verbal, and presentation skills
• Strong troubleshooting and problem-solving abilities
• Highly organized with strong attention to detail
• Comfortable working directly with customers throughout the day
• Ability to manage multiple conversations, tickets, and follow-ups simultaneously
• Strong collaboration skills across technical and non-technical teams
• Curious mindset with a passion for technology and customer experience
• Adaptable and comfortable in fast-moving environments
• Self-starter with strong ownership and accountability
• Passion for improving products through customer feedback

What We’re Looking For

• A strong communicator who enjoys helping customers succeed
• A technically curious professional who enjoys learning new systems and workflows
• A collaborative team player who works effectively across departments
• A customer advocate who can translate customer feedback into actionable product improvements
• A proactive problem-solver who follows issues through to resolution

Compensation: $80,000–$95,000 annually, depending on experience 

Benefits

• Remote work environment
• Paid time off (PTO) and company holidays
• Health benefits
• Opportunities for professional growth and development
• Collaborative and supportive team culture
• Opportunity to make a direct impact at a growing SaaS company with products trusted by over 2.5 million users worldwide