Sr. Solution Engineer, Professional Services
About The Position
The Professional Services team is part of Nylas’s Customer Operations organization and plays a critical role in helping customers successfully implement, adopt, and scale solutions built on the Nylas platform. As a post-sales technical function, the team partners closely with Customer Success, Technical Support, Product, Engineering, and pre-sales Solutions Engineering to guide customers from onboarding through implementation, validation, optimization and launch. Our Professional Services team combines technical consulting, solution architecture, and implementation guidance to help customers accelerate time-to-value and achieve successful business outcomes. Team members act as trusted technical advisors, working directly with customer stakeholders to design integration approaches, troubleshoot technical challenges, and drive successful deployments in complex SaaS environments. The Sr. Solutions Engineer, Professional Services partners with cross-function teams to design and deliver technical solutions that accelerate customer adoption and business outcomes. This role combines technical consulting, solution architecture, implementation support, and customer-facing communication. This role is ideal for individuals who enjoy solving technical problems, working cross-functionally, and partnering directly with customers to turn business requirements into scalable technical solutions. You enjoy getting customers to successfully integrate communications workflows into business-critical applications and accelerate adoption of the Nylas platform.
Requirements
- 3–7 years of experience in Solution Engineering, Sales Engineering, Technical Consulting, Professional Services, or Solution Architecture.
- Strong customer-facing communication and presentation skills.
- Experience with APIs, OAuth, webhooks, cloud/SaaS integrations, other developer tooling.
- Experience with implementation methodologies and customer onboarding.
- Ability to troubleshoot technical issues across multiple systems.
- Experience managing multiple customer engagements simultaneously.
- Strong organizational and project management skills.
- Ability to operate independently in fast-moving environments.
- Bachelor’s degree, MBA or technical degree (Engineering, Computer Science) a strong plus.
Responsibilities
- Engage with customers through their onboarding, implementation, launch/go-live, optimization, adoption and expansion journey, being their trusted Nylas technical advisor and partner.
- Lead technical discovery sessions with customers to understand business goals, workflows, integration requirements, and technical constraints.
- Translate customer requirements into best practice solution designs and implementation plans.
- Act as a trusted technical advisor throughout onboarding, validation, optimization and launch phases.
- Communicate complex technical concepts clearly to both technical and non-technical stakeholders.
- Review customer’s solution architectures, workflow designs, integration approaches, and provide Nylas best practice/advisory implementation recommendations.
- Provide support to customers as they configure, test, and validate solutions using Nylas’s products.
- Provide technical support/consultation and best practices on proof-of-concept engagements and paid Professional Services projects.
- Identify technical risks, dependencies, and blockers early and drive resolution.
- Collaborate with Engineering and Product teams on customer requirements, product gaps, and escalations.
- Triage customers escalations in partnership with Customer Success and Technical Support teams.
- Contribute to Statement of Work scoping, effort estimation, and delivery planning.
- Maintain accurate project documentation, implementation notes, and customer status updates.
- Track engagement progress, milestones, and customer outcomes.
- Improve repeatability by creating templates, playbooks, and reusable technical assets.
- Partner closely with Sales and Marketing, Customer Success, Tech Support, Product and Engineering teams.
- Support enablement efforts internally and externally.
- Share customer insights and technical learnings with the broader organization.
- Participate in process improvements that increase delivery quality and operational efficiency.
- Influence product direction through customer and delivery insights.
Benefits
- competitive commission plan
- equity package
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
