Technical Solutions Engineer

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We’re a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI.
We work with some of the world’s most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That’s why we’re building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.

Visit Schema App at  www.schemaapp.com or on LinkedIn.

About the Role

As the Technical Solutions Engineer, you are the technical depth within Customer Delivery, stepping in to solve complex integration, rendering, CMS, API, and agentic workflow challenges.

This is a hands-on, customer-facing role focused on diagnosing and solving complex technical problems and turning recurring challenges into scalable solutions. The role is approximately 60% customer-facing technical delivery and 40% productization and enablement.

You report to the Manager of Customer Success and work closely with Customer Delivery, Integrations, Product, and Engineering.

How this role differs from Implementation: The Implementations Manager owns onboarding and helping customers achieve initial value. You own deep technical unblocking and productizable solutions across the customer lifecycle, with particular depth in SSR/edge, CMS integrations, and NLWeb / agent action fulfillment.

Functional Accountabilities

Own Technical Escalations & Field Engagement

• Own complex customer escalations across integrations, APIs, CDN/edge environments, CMS platforms, and customer environments.
• Diagnose root causes and work directly with customer developers and technical teams to resolve them.
• Configure, test, and troubleshoot Schema App hands-on.
• Embed on high-complexity customer work, including SSR/edge, CMS integrations, and agent actions.
• Provide clear, actionable handoffs when Product or Engineering involvement is required.

Lead Complex Integrations Across SSR, Edge & CMS

• Develop deep expertise in Schema App integration patterns, including hosted JavaScript, server-side rendering, and edge rendering.
• Lead customer integrations across platforms such as Cloudflare, Akamai EdgeWorkers, CloudFront, Azure, AEM, Drupal, and other CMS environments.
• Identify technical risks early and develop scalable, reusable integration patterns.
• Coach Customer Delivery teammates on integration scenarios and technical best practices.

Ship With Product & Engineering

• Contribute fixes, adapters, integration helpers, and other scoped technical solutions through established Engineering review processes.
• Identify recurring customer challenges and turn them into scalable product or integration improvements.
• Provide Product and Engineering with clear technical and customer context to inform prioritization.
• Use GenAI and other tools to accelerate investigation, prototyping, and delivery.

Deliver NLWeb & Agentic Solutions

• Help customers design secure, scalable, and supportable NLWeb and agent action / fulfillment patterns.
• Work directly with customer technical teams to solve agentic workflow and integration challenges.
• Balance customer requirements with product capabilities, security, scalability, and long-term supportability.
• Turn successful customer solutions into repeatable patterns and capabilities.

Drive Enablement & Continuous Improvement

• Develop technical documentation, troubleshooting guides, playbooks, and best practices.
• Improve how technical issues are triaged, investigated, escalated, and resolved.
• Coach and enable Customer Delivery teams to resolve more technical challenges independently.
• Experiment with automation, GenAI, and improved workflows to increase the speed and quality of technical delivery.

Key Competencies

Technical Problem Solving: Diagnose complex issues across browsers, CDN/edge environments, CMS platforms, APIs, Schema App, and customer infrastructure.

Field Engineering Judgment: Solve immediate customer challenges while identifying opportunities to turn solutions into reusable, scalable capabilities.

Customer-Facing Technical Communication: Build credibility with technical teams and clearly communicate complex concepts, decisions, and next steps to technical and non-technical stakeholders.

Ownership: Drive technical challenges through resolution, proactively identifying risks, dependencies, and next steps.

Cross-Functional Collaboration: Partner effectively across Customer Delivery, Integrations, Product, and Engineering while balancing customer urgency with scalability and supportability.

Learning Agility: Quickly learn unfamiliar technologies and customer environments as integration patterns, agentic technologies, and architectures evolve.

Business Judgment: Balance customer outcomes with supportability, scalability, product strategy, and company priorities.

Efficiency Habits: Bring curiosity, initiative, and experimentation to finding smarter ways to solve technical problems, including using AI to scale and improve your work.

Success Metrics

• Absorption
  Increase the number of complex technical issues resolved within Customer Delivery without unnecessary Engineering escalation. Establish a baseline within the first 90 days and improve quarter over quarter.
• Escalation Quality
  Ensure 100% of Engineering handoffs include clear reproduction steps, technical context, customer impact, troubleshooting completed, and a proposed path forward.
• Field to Product
  Deliver at least two productizable outcomes per quarter, such as merged PRs, reusable adapters, integration patterns, or equivalent solutions reviewed with Integrations or Engineering.
• Integration Impact
  Create at least one reusable SSR/edge or major CMS playbook or integration pattern per quarter, while reducing the number of implementations blocked by technical integration challenges.
• Enablement
  Develop playbooks, documentation, and training that increase the ability of Customer Success and Customer Delivery to resolve technical issues independently.
• Customer & Internal Satisfaction
  Maintain strong customer and internal satisfaction with technical interactions, including the quality, clarity, responsiveness, and effectiveness of technical support and problem solving.

Requirements 

• 3 - 5 years of hands-on, customer-facing technical experience in solutions engineering, field engineering, integrations, technical support engineering, or a similar role
• Strong web fundamentals, including JavaScript/TypeScript, HTTP, browser versus server-side rendering, and cross-stack debugging
• Experience with CDN/edge compute or enterprise CMS integrations such as AEM, Drupal, or similar platforms
• Comfortable working with APIs, logs, unfamiliar customer technology stacks, and directly with customer developers and technical teams
• Proficiency with Git and code review workflows, with the ability and willingness to open pull requests and iterate with Engineering
• Strong written technical communication, including clear escalations, troubleshooting documentation, and playbooks
• Demonstrated ownership mindset and fluency using GenAI tools to accelerate technical investigation and delivery without compromising quality

Nice to have

• Experience with schema markup, structured data, technical SEO, or knowledge graphs
• Experience in B2B enterprise SaaS environments
• Familiarity with agentic systems, LLM tool-calling, MCP-style integrations, or related technologies
• A track record of turning customer-specific technical solutions into reusable product capabilities, integration patterns, or internal tools

Core Values

• Growth Mindset:  We are adaptable, nimble, and resilient. We are always learning. 
• Resourceful: We are resourceful, take action on opportunities, and don’t give up.
• One Team: We are collaborative, we win and learn together. 
• We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we don’t, and seek clarity through curious questions.

AI-based tools may be used to support screening; all resumes are reviewed by a member of our team.

Life @ Schema App

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development
• Great benefits for health & wellness, and your coverage starts as soon as you do
• RRSP matching!
• Flex days to re-energize on top of vacation days and you don’t work on your birthday
• The Culture Club keeps our virtual team connected through fun and innovative events
• Diverse smart team! The more inclusive we are, the better our work will be
• Schema App’s purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.
  

If you require accommodation during the application process, please let us know. We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.