Solution Engineer

DistillerSR Inc. • Kanata, ON

12h • CA$79,000 - CA$91,000 • Hybrid

About The Position

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. Founded in 2008, DistillerSR is the world’s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research. DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market. At DistillerSR, we have three core values: Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world-leading solutions that power their important work.

Requirements

• University degree or college diploma with a concentration in Computer Science, Information Systems, Business, Commerce, or equivalent experience.
• Minimum of two years of relevant experience in software implementation, consulting, or account management.
• Excellent communication, presentation, facilitation, time management, and interpersonal skills.
• Strong technical skills, including an understanding of API, LLM, & MCP technologies
• Strong client relationship skills with a proven ability to manage expectations and drive adoption.
• Experience defining and documenting business processes and transaction flows.
• Experience configuring business logic in a web-based platform (no programming skills required).
• Working knowledge of the software delivery life cycle.
• Experience conducting quarterly business reviews or ROI assessments with customers.
• Demonstrates professionalism in a customer-facing role.
• Strong cross-functional collaboration skills
• Well-developed computer skills, including proficiency with Microsoft Office and Google Workspace tools.

Nice To Haves

• Experience with Python and APIs, scripting (Python, JavaScript, XML, JSON) or automation tools.
• Previous experience in a SaaS or software development environment.

Responsibilities

• Act as a trusted technical advisor, providing expert guidance and hands-on assistance in deploying, managing, and optimizing our software solutions.
• Build and maintain strong relationships with assigned named accounts to drive long-term customer success and value.
• Manage multiple projects, accounts, deadlines, and milestones over extended project durations.
• Facilitate and lead requirements-gathering workshops and document solution designs.
• Guide the configuration of DistillerSR software solutions to employ best practices that will enable customers to successfully maximize adoption, ensuring they get the highest level of value from the product.
• Configure DistillerSR to satisfy client-specific business processes, rules, and functional requirements.
• Lead business requirements for integration, data conversion, and complex business logic.
• Verify fully configured solutions to ensure expected results and alignment with customer objectives.
• Support client User Acceptance Testing, issue triage, and resolution during solution delivery.
• Design and implement AI driven workflows within DistillerSR and LLMs.
• Provide ongoing knowledge transfer to client project team members throughout the project lifecycle.
• Analyze customer usage data to identify opportunities for increasing product adoption and optimizing business processes.
• Conduct regular customer check-ins to ensure customer satisfaction, identify risks, and develop action plans to mitigate churn.
• Track, communicate, and escalate critical client concerns internally while mobilizing resources to find solutions.
• Conduct quarterly ROI meetings with customers to assess value delivered and identify areas for improvement.
• Collaborate cross-functionally with Sales, Marketing, Product Development, and other departments to drive product adoption and revenue protection.
• Act as the highest level of expert on the product internally, and advise other departments when they need a deep understanding of an issue.
• Maintain expertise in DistillerSR's product and domain offerings; work closely with the product team to advocate for customer-driven product decisions.
• Participate in continuous improvement initiatives and assist with drafting services-related policies, procedures, and work instructions.
• Identify opportunities for product expansion within customer accounts and pass those on to the Account Executives if additional licensing is needed to support it.
• Ensure customer satisfaction through product knowledge, technical expertise, responsiveness, and professionalism.
• Ability to travel internationally, up to 15% of the time.

Benefits

• Flexible work hours and work arrangements
• Benefits coverage from Day One
• Annual winter holiday shutdown
• Three weeks vacation
• Wellness reimbursement
• Professional development support
• Career growth opportunities
• Great culture working in the heart of the Kanata North Tech Park

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree