Junior Solutions Engineer

About the role

OfficeSpace is looking for a Solutions Engineer 1 to join our Engineering team. In this role you will own the investigation, troubleshooting, and resolution of customer-reported technical issues, working cases end to end and performing thorough independent analysis before engaging in Engineering. You will be a key link between Support, customers, and Engineering, and your communication, ownership, and proactive problem-solving will directly shape the customer experience. This role offers a direct path toward Solutions Engineer I & II as you build technical depth, case ownership, and cross-functional fluency across our platform. This is a hands-on technical role suited to someone who enjoys digging into root causes, learning new tools quickly, and keeping work visible and well-documented.

Responsibilities

• Own assigned cases from intake through resolution, maintaining clear status and documented next steps on every active ticket.
• Triage and acknowledge new tickets the same business day, providing a first response and setting expectations with stakeholders.
• Perform thorough root-cause analysis and validation before escalating, using available troubleshooting tools and team expertise.
• Investigate issues across logs, monitoring dashboards, and databases to isolate the source of a problem.
• Keep stakeholders informed with timely updates on active investigations and clear timelines when a full answer isn't yet available.
• Escalate blockers promptly and proactively flag access or tooling gaps rather than letting work stall.
• Collaborate with teammates and contribute to a learning environment, asking for help and sharing knowledge.
• Maintain visible progress through daily updates, status reports, and documented investigation notes.
• Core Expectations
• Ownership: No assigned ticket sits without action, status, or documented next steps. You drive your work forward without needing to be chased.
• Responsiveness: Acknowledge messages and stakeholder requests promptly during core business hours; reply to ticket communications the same business day.
• Proactiveness: Escalate blockers within one business day, surface knowledge gaps early, and review tickets preventively rather than reactively.
• Communication: Provide consistent daily updates on progress, blockers, and next steps, and keep the team informed of availability and status.
• Required Qualifications
• Strong troubleshooting and analytical skills, with a methodical approach to isolating root causes.
• Experience investigating technical issues in a support, QA, or engineering-adjacent environment.
• Clear written and verbal communication in English.
• Ability to manage a queue of concurrent work, prioritize effectively, and keep work well-documented.
• Self-directed ownership and reliable follow-through on commitments.
• Technical Skills (Experience or Willingness to Learn)
• Grafana (or similar observability/monitoring and dashboarding tools)
• Database queries (SQL - reading and writing queries to investigate data)
• Ruby / Rake scripting for diagnostics and automation
• SSH and command-line access to servers and environments
• Deep troubleshooting across application logs, infrastructure, and data layers
• A genuine willingness to ramp up quickly on any of the above is essential; depth across all is not required at entry, but curiosity and the drive to learn are.

Requirements

• Exposure to Zendesk, Salesforce, or a similar customer-facing case management platform.
• Familiarity with JIRA or comparable engineering escalation workflows.
• Prior experience in a SaaS or B2B technical support environment.
• What You'll Gain
• Why OfficeSpace?
• High-Performance Culture : At OfficeSpace, we believe in the power of accountability, focus, and drive. Our A-Player team members work together to deliver measurable, meaningful results. We recognize and reward those who push boundaries and achieve excellence.
• Ownership and Accountability : We trust our employees to take full ownership of their roles, provi

Additional Information

About OfficeSpace: OfficeSpace Software provides the leading AI operating system for the built world, that helps teams plan, connect, and perform in the workplace. As a performance-based, PE-backed company, we hire based on merit and a willingness to do what it takes to succeed long-term. You're a great fit for the role if you're entrepreneurial, passionate, motivated by building at light speed, and an Agentic AI early adopter. Our world-class teams operate in the US, Canada, and Costa Rica in a culture of trust, respect, growth, and impact.

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