Senior Technical Solutions Engineer

📋 Description

• • Lead the resolution of complex technical issues by collaborating with internal engineering teams, product managers, and external enterprise customers to diagnose, prioritize, and implement bug fixes and enhancements.
• • Serve as the primary technical liaison between Bestow’s engineering organization and partner engineers, ensuring seamless communication of system limitations, performance issues, and resolution paths.
• • Act as a technical representative for Bestow’s platform during direct engagements with customer stakeholders, translating technical constraints into actionable business outcomes without overcommitting or dismissing feedback.
• • Build and maintain comprehensive internal and customer-facing documentation, including knowledge base articles, troubleshooting guides, and implementation best practices for product features and workflows.
• • Monitor FTK services on a fixed schedule to proactively detect and resolve incidents that could render the platform unusable for partners or their end customers.
• • Contribute to the development of new features for internal tools or external customer needs, leveraging full-stack development skills to enhance platform stability and usability.
• • Mentor junior and mid-level technical support and engineering team members through code reviews, knowledge sharing, and hands-on guidance on debugging and customer engagement practices.
• • Maintain deep familiarity with Bestow’s microservice architecture, identifying root causes of failures across distributed systems and coordinating cross-team resolutions without relying on escalation.
• • Translate complex technical issues into clear, non-technical language for non-engineering stakeholders, including account managers, customer experience teams, and executive leadership.
• • Balance competing priorities across multiple product areas simultaneously, maintaining discipline around scope while ensuring customer concerns are escalated appropriately and resolved efficiently.
• • Operate with autonomy in ambiguous situations, owning complex problems with incomplete information and driving them to resolution through structured analysis and collaboration.
• • Contribute to product roadmap discussions by providing direct customer feedback and technical insights that inform feature prioritization and engineering trade-offs.
• • Foster trust and long-term partner relationships by demonstrating empathy, professionalism, and reliability during high-pressure escalations and critical system outages.
• • Stay current with evolving technologies and industry trends in B2B SaaS, fintech, and insurance technology to continuously improve support effectiveness and solution design.
• • Promote a culture of continuous learning by documenting lessons learned, sharing technical insights with peers, and actively participating in team knowledge-building initiatives.
• • Support Bestow’s commitment to equity and inclusion by engaging in employee-led initiatives and ensuring all partner interactions reflect respect for diverse backgrounds and perspectives.