Solutions Engineer - Customer Success

About Us: 

For over 10 years, New Law Business Model (NLBM) has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life & Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy. We obsess over real-world outcomes, not just vibes, to ensure our members move from survival mode to true flourishing.

The Mission

This Solutions Engineer role independently troubleshoots, maintains, and improves the technology and systems that power Accelerator. You’ll investigate complex technical problems, determine root causes, test and implement solutions, document the work, explain technical concepts clearly, and help create repeatable solutions that reduce recurring issues over time.

You are a systems navigator, technical troubleshooter, educator, and client advocate who gets the details right while meeting overwhelmed users with patience and clarity.

This role requires ownership, curiosity, patience, and a genuine desire to help people succeed—not simply close tickets.

What You’ll Do

Pillar 1: Member Support, Troubleshooting & Education

• Own complex technical troubleshooting from discovery through resolution, including root-cause analysis, testing, implementation, documentation, and follow-through.

• Meet members where they are technically, turning complex issues into clear, approachable guidance through Loom, email, phone, or whatever channel works best.

• Help members understand not just what to do, but why it matters, so they feel confident handling similar situations in the future; coordinate with external partners and maintain full accountability through resolution. 

Pillar 2: Accelerator Platform & Systems Operations

• Administer and support the Accelerator technology environment across GoHighLevel, HubSpot, Asana, and connected systems, including the relationships between HubSpot firms, orders, contracts, Asana implementation projects, and Accelerator member accounts.

• Complete approved account builds, updates, pauses, reactivations, migrations, and technical closeout tasks while troubleshooting workflows, pipelines, calendars, forms, permissions, and settings.

• Investigate deliverability, phone/SMS, domains, DNS, integrations, and data issues; maintain accurate records and provide bounded support for related legacy platforms as assigned.

Pillar 3: Quality Assurance, Integrations & AI-Assisted Work

• Use AI thoughtfully and approved integration tools to investigate issues, interpret errors, and complete member requests.

• Verify recommendations and changes against actual system settings, reliable documentation, and realistic test scenarios.

• Investigate APIs, webhooks, authentication, logs, and field mappings; coordinate complex development needs, document results and limitations, and protect confidential member information.

Pillar 4: Documentation, Knowledge Sharing & Improvement

• Learn, document, and progressively take ownership of recurring technical processes.

• Document technical knowledge so teammates can work confidently and apply repeatable solutions.

• Identify patterns across recurring technical issues and recommend repeatable fixes, documentation, automation, or product improvements.

What Success Looks Like

• Members receive accurate solutions, timely updates, clear next steps, and greater confidence using the technology that supports their firms.

• Technical requests are handled with strong ownership and reliable follow-through, while changes are tested, reviewed, documented, and implemented thoughtfully.

• Recurring issues lead to better instructions, reusable solutions, or system improvements that teammates can access and apply confidently; you identify problems early and help move members from frustration to forward momentum.

Who You Are

• You have hands-on experience administering and troubleshooting GoHighLevel and HubSpot across multiple accounts, including workflows, order forms, contracts, client records, and support tickets.

• You understand workflows, pipelines, snapshots, calendars, forms, permissions, account configuration, and the dependencies between shared systems and firm-specific customizations.

• You are a patient, compassionate teacher who explains technical concepts in plain language and can guide clients through solutions over Loom or Zoom.

• You understand APIs, webhooks, authentication, JSON, logs, data mapping, email, phone/SMS, DNS, and calendar integrations; you use AI responsibly, document as you go, share knowledge, and own follow-through.

Helpful additional experience includes law-firm or professional-services operations, estate planning, Keap, Lawmatics, Make, Zapier, n8n, data migrations, reconciliation, or light JavaScript, TypeScript, or Python.

Compensation & Benefits

• Position Type: Full-Time, Non-Exempt (W2) 40 Hours / Week

• Hourly Base Wage: Pay Rate: $40.87–$45.67 ($85,000 – $95,000 / annualized)

  • Starting base pay is determined by factors including geographic location, applicable experience, skills, and internal equity. Non-exempt employees are eligible for overtime pay in accordance with applicable federal, state, and local laws.

• Work Schedule & Compliance: Requires minimum (4) hours core schedule to overlap with Pacific Time (e.g., 9:00 AM – 1:00 PM PT)
  

Why Join NLBM? 

• 100% Remote Work at a Profitable, Growing Company

• Recession-Proof Industry, Product, and Audience

• Comprehensive Benefits Package (Health, Dental, Vision)

• 401K Retirement Program

• Flexible Paid Time Off

• Opportunities for Career Growth and Leadership Development

• Be Part of a Mission-Driven Company Transforming the Legal Industry

At NLBM, you’ll have the opportunity to make a lasting impact, scale your career in leadership, and be part of a passionate, supportive team driving innovation and change.

This role operates under a Bring Your Own Device (BYOD) model. Employees are expected to provide their own computer and internet connection, meeting minimum requirements (including at least 16GB RAM) to perform work duties. The company provides required software and system access, and reimburses reasonable and necessary business expenses including a monthly internet/technology allowance as required by law.

New Law Business Model (NLBM) respects your time and work. Any portfolio materials, technical breakdowns, or operational insights submitted during this application process are requested solely for the purpose of assessing your qualifications for this position. NLBM will not use, publish, or commercially exploit any material submitted during your application process without your express written consent. By submitting your application, you acknowledge that any skills assessments do not create an employment relationship or a contract for services.

NLBM provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state laws. If you require assistance or an accommodation during any part of the application or interviewing process, please contact us at peopleops@newlawbusinessmodel.com.

New Law Business Model is an equal opportunity organization. We value a diverse workforce and an inclusive culture. All qualified practitioners are encouraged to apply.