Solutions Engineer / Technical CSM

Responsibilities

• Onboard new Shopify brands or manage ongoing relationships depending on your track
• Troubleshoot technical issues: API calls, custom JavaScript, integration errors
• Be the internal voice of the customer - flag patterns, suggest improvements
• Collaborate with the engineering team when issues need escalation
• Document solutions and build resources that reduce repeat questions
• Help shape the customer success culture as the team grows

Requirements

• Experience in a customer-facing technical role - solutions engineering, technical CSM, implementation, or similar
• Comfortable reading and writing basic code (JavaScript, API calls) - you don't need to be a full engineer, but you can't be afraid of a curl command
• Experience with Shopify or e-commerce SaaS is a strong plus
• Excellent written English - most communication is async, in Slack
• Startup mindset: scrappy, collaborative, no ego, willing to jump in wherever needed
• Self-directed - you manage your own book of business without hand-holding

Benefits

Additional Information

🏔️ About Sierra Studio When you apply to Sierra, you join an ecosystem. We specialize in connecting talented Brazilian professionals with exciting career opportunities in a highly-vetted small community of growing companies in the US. Applying to Sierra seamlessly integrates you into this ecosystem, granting automatic eligibility for all relevant opportunities we offer. 💼 About Our Hiring Partner Our hiring partner is a fast-growing, fully bootstrapped SaaS company in the e-commerce space. They build loyalty, memberships, and cash back infrastructure exclusively for Shopify brands - helping online stores increase customer lifetime value and retention. The company is ~20 people, fully remote, and scaling quickly. 🛠️ About the Role This is a technical, customer-facing role sitting at the intersection of solutions engineering and customer success. You'll work directly with Shopify brands using the platform - helping them get set up, succeed, and grow. It's not a traditional CSM role: you'll be expected to understand how the product works under the hood, troubleshoot integrations, and get into the weeds with customers when things get technical. There are two tracks within this role, and we're open to both. You'll share your preference during the process: ⤷ Onboarding Track - You own the new customer journey end-to-end. You receive newly signed brands, understand their setup, and get them live on the platform. You're organized, process-driven, and love the feeling of a clean handoff. ⤷ Ongoing Support Track - You manage a book of active brands (~100-150). You're in their Slack channels, answering technical questions, jumping on calls when integrations break, and being the reliable person they count on. You're reactive by nature but strategic about it.

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