Solution Engineer-US(Mid-Level)

Position: Solution Engineer-US (Mid-Level)

Department: Technology

Reports to: Head of Engineering / CTO

Location: United States/LATAM, aligned with US business hours

Role Purpose

The Solution Engineer is a client-facing technical role supporting Shufti's US business across the customer lifecycle — from pre-sales solution engineering through implementation, production support, and ongoing technical account stewardship.

You will work directly with prospects, customers, Sales, Product, and Engineering to design the right solution, validate technical commitments, accelerate integrations, resolve production issues, and identify opportunities to expand existing accounts. The same person who helps design the solution remains accountable for its successful operation after go-live, creating continuity for both the customer and the business.

Key Responsibilities

Solution Engineering & Pre-Sales

• Lead technical discovery across customer requirements, architecture, integration constraints, volumes, compliance needs, and decision criteria.

• Design solutions across APIs, SDKs, webhooks, hosted/no-code workflows, and deployment models.

• Deliver tailored technical demonstrations based on the prospect's industry and actual use case rather than generic product walkthroughs.

• Design and manage POCs with clear success criteria and measurable outcomes.

• Support technical input for RFPs, RFIs, security questionnaires, and complex enterprise evaluations.

• Assess custom requirements before commercial commitment, defining feasibility, dependencies, effort, risks, and delivery approach.

• Scope standard and non-standard deployments, including architecture, infrastructure, sizing, storage, security, support model, and implementation requirements.

• Act as a regional authority on technical feasibility and review material technical commitments before they reach customers.

Implementation & Technical Support

• Lead technical onboarding and integration kickoffs for newly signed US customers.

• Own configuration, integration guidance, testing, go-live readiness, and early-production stabilization.

• Serve as the named technical contact for customers across supported communication and ticketing channels.

• Diagnose issues hands-on using API requests/responses, logs, test environments, and reproducible scenarios.

• Resolve first-line technical issues directly and escalate product or engineering defects with complete diagnostic information.

• Maintain ownership of customer-facing communication throughout escalations until resolution.

• Support technical handling of critical or regulator-driven escalations, including root-cause analysis, technical position, and remediation plan.

• Identify recurring issues and convert them into documentation, tooling, product improvements, or permanent engineering fixes.

Technical Account Stewardship

• Own the technical health of Shufti's existing US customer portfolio.

• Participate in QBRs, strategic account discussions, and customer meetings where technical representation is required.

• Proactively assess whether customers are receiving the performance, coverage, configuration, and capabilities expected from their contracted solution.

• Identify technical risks before they become customer escalations.

• Support Sales with account-specific solution design, objection handling, technical positioning, and complex deal conversations.

• Identify technically credible expansion opportunities across KYC, KYB, AML, fraud, additional geographies, deployment models, and adjacent products.

• Feed structured market, customer, integration, competitor, and product intelligence back into Product and Technology teams.

What You Bring

• 3+ years in Solutions Engineering, Sales Engineering, Technical Account Management, Support Engineering, or a similar client-facing technical role.

• Strong understanding of REST APIs, SDKs, webhooks, authentication, integration patterns, and API-first SaaS architectures.

• Ability to independently test APIs, investigate logs, reproduce technical issues, and diagnose integration problems.

• Strong customer-facing communication skills across engineering, compliance, operations, and executive stakeholders.

• Ability to translate complex technical concepts into clear business and customer language.

• Strong presentation and demonstration skills, including handling technical discussions under pressure.

• Commercial awareness — understanding how technical decisions affect deal progression, implementation speed, customer retention, and account expansion.

• Strong execution discipline around CRM updates, ticketing, documentation, SLAs, follow-ups, and internal handovers.

• Ability to operate independently while exercising sound judgment on when HQ involvement is required.

• Strong ownership mentality with a bias toward resolving problems rather than simply escalating them.

Nice to Have

• Experience in identity verification, KYC, KYB, AML, fraud prevention, fintech, payments, or RegTech.

• Understanding of US financial-services and identity/compliance requirements.

• Experience with enterprise security reviews, SOC 2, ISO 27001, RFPs, or security questionnaires.

• Experience with biometric, document-verification, fraud, or transaction-monitoring technologies.

• Hands-on experience with tools such as Zendesk, HubSpot, ClickUp, Postman, or equivalent platforms.

• Basic scripting or development skills sufficient to create API examples, troubleshoot integrations, or build lightweight POCs.