Offer summary

Qualifications:

Strong background in ERP implementation and eCommerce operations., Experience in supply chain and accounting is essential., Proficiency in Salesforce and technical solutioning is required., Curiosity and a willingness to learn quickly are key traits..

Key responsabilities:

Partner with Merchant Success Managers to provide technical expertise and guidance.

Own the discovery process for complex merchant issues requiring holistic solutions.

Draft and refine Scopes of Work for technical solutions and lead solutioning calls.

Engage with strategic accounts to optimize workflows and increase product adoption.

Job description

We are looking for a Merchant Success Engineer (MSE) to partner with our Merchant Success Managers (MSMs) in ensuring our merchants get the maximum value from Fulfil. This is a new role, meaning we’re looking for someone who thrives in ambiguity, enjoys building from the ground up, and can adapt quickly as we refine processes and collaboration across teams. The MSE will play a critical role in shaping how this function operates, ensuring seamless integration with MSMs, Support, Implementation, and Product to drive meaningful impact for our merchants.

This role operates similarly to a Sales Engineer but on the post-sales side—helping merchants with complex technical challenges, workflow optimization, and deep product adoption. The MSE will work extensively in Salesforce, collaborate with Implementation and Integrations teams, and engage directly with merchants to solve high-impact issues. The ideal candidate is an ERP implementation expert with a strong background in eCommerce operations, supply chain and accounting.

Fulfilians tend to be a heterogeneous bunch, with different personalities, hobbies and interests but if there is one characteristic we look for in all of our hires it is curiosity. The people who want to learn and learn fast tend to do well here.

What You’ll Do:

Partner with MSMs to provide deep technical expertise and strategic guidance to merchants.
Own discovery and solutioning when a merchant issue requires a holistic approach beyond a support ticket.
Independently assess and scope whether an issue requires a full adoption project.
Draft and refine Scopes of Work (SOWs) for technical solutions, ensuring clarity and feasibility.
Lead or support technical solutioning calls, working cross-functionally to drive merchant success.
Proactively engage with strategic accounts to optimize workflows and increase product adoption.
Recommend and implement workflow changes that drive adoption, stickiness, and value.
Actively participate in onsite visits, sometimes traveling with MSMs or leadership to maximize merchant outcomes.
Work closely with support, engineering, and product teams to troubleshoot complex merchant issues and provide product feedback.
Build internal knowledge resources, including playbooks, documentation, and best practices to scale solutioning efforts.
Ensure Salesforce is leveraged effectively for tracking merchant interactions and documenting solutions.
Navigate stakeholder requests diplomatically, balancing merchant needs with Fulfil’s long-term strategy to avoid overcommitting.