Customer Solutions Engineer at ShipScience

Customer Solutions Engineer
Enterprise SaaS | ShipScience
Remote (U.S.) | Reports to CTO | Full-time

About ShipScience

ShipScience is transforming the world of shipping intelligence. Our platform empowers ecommerce businesses with automated carrier claims filing and management, powerful analytics, carrier optimization tools, and proactive support to reduce shipping costs and negotiate carrier contracts. As we continue to grow, we’re looking for passionate team members who are excited to shape the future of shipping.

About the Role

We're seeking a hands-on, customer-focused Solutions Engineer to serve as the bridge between our technology and our customers. Reporting directly to the CTO, you'll own the onboarding and implementation experience for ShipScience customers.

You'll partner with Sales during the pre-sales process to validate technical requirements, scope integrations, and develop implementation plans. After a customer signs, you'll become the primary owner of the onboarding process, coordinating customers onboarding activities directly with customers and ShipScience Product/Engineering as needed to ensure successful launches and long-term adoption.

You'll help build the systems, processes, and documentation that enable ShipScience to scale while managing multiple concurrent customer implementations.

This role is perfect for someone with strong technical aptitude, exceptional project management skills, and a passion for helping customers succeed.

What You'll Do

Pre-Sales Technical Discovery

• Partner with Sales during prospect evaluations to understand customer requirements and technical needs.
• Lead technical discovery conversations with prospective customers.
• Assess integration requirements and identify potential implementation risks.
• Define onboarding scope and create implementation plans that set clear expectations for customers and internal teams.
• Serve as a trusted technical advisor throughout the sales process.

Customer Implementation & Onboarding Ownership

• Serve as the primary owner for all new customer implementations from contract signature through successful launch.
• Create and maintain detailed implementation plans, timelines, milestones, and risk assessments.
• Coordinate onboarding activities across customer stakeholders and internal teams.
• Manage multiple concurrent onboarding and implementation projects, often supporting 20+ customers simultaneously.
• Proactively identify and resolve implementation risks before they impact customer success.
• Drive customers to first value and successful adoption of the ShipScience platform.
• Own implementation of new products and features for existing customers, partnering with the Customer Success Manager who identifies and scopes the expansion.

Customer Enablement & Technical Setup

• Guide new users through the onboarding process with empathy and technical expertise.
• Assist with carrier and order system integrations and account configuration within the ShipScience platform (UPS, FedEx, USPS, Shopify, BigCommerce, NetSuite, and others).
• Deliver onboarding and launch-window training, platform walkthroughs, and best-practice guidance. Post-launch and ongoing training transitions to the Customer Success Manager.
• Troubleshoot technical issues and coordinate with Engineering when needed.
• Ensure customers have the resources and knowledge needed to be successful.

Documentation, Process & Tooling Development

• Partner with Support Engineering, Product, and Customer Success to continuously improve the ShipScience public documentation and internal knowledge base.
• Help launch and maintain customer-facing release notes, implementation runbooks, and onboarding documentation.
• Build scalable onboarding and support processes that improve efficiency and customer outcomes.
• Evaluate and implement AI-powered support and onboarding tools.

Customer Success Insights

• Identify trends in customer feedback and implementation challenges.
• Advocate for customer needs across Product, Engineering, Operations, and Leadership teams.
• Recommend product, process, and documentation improvements based on customer interactions.
• Track and improve onboarding success metrics and customer activation outcomes.

What We're Looking For

• 5+ years of experience in Solutions Engineering, Implementation Consulting, Technical Account Management, Customer Success Engineering, Technical Project Management, or a related customer-facing technical role.
• Experience working with SaaS platforms; ecommerce, logistics, shipping, or supply chain experience is a strong plus.
• Strong technical aptitude and ability to understand APIs, integrations, webhooks, carrier systems, and data workflows.
• Comfortable working with APIs, webhooks, SFTP, and SQL to support customer implementations and troubleshooting.
• Exceptional communication and project management skills.
• Ability to manage multiple customer projects simultaneously while maintaining strong attention to detail.
• Self-starter who thrives in fast-paced startup environments and enjoys building processes from scratch.
• Experience with or interest in AI-powered support tools, automation, and customer enablement technologies is a major plus.

Success in This Role

During your first year, you will:

• Own onboarding and implementation for all new ShipScience customers.
• Successfully manage multiple concurrent customer implementations.
• Reduce customer time-to-launch and accelerate time-to-value.
• Build scalable onboarding processes, documentation, and training resources.
• Improve customer activation, adoption, and onboarding satisfaction metrics.
• Create repeatable systems that allow ShipScience to continue scaling efficiently.

Why Join ShipScience?

• Be a foundational member of a growing team, reporting directly to the CTO.
  
• Influence and build customer-facing processes from the ground up.
  
• Work remotely with a smart, driven, and kind team.
  
• Competitive salary, equity, and benefits package.
  
• Opportunity to work at the cutting edge of logistics and AI-driven support.

Ready to join us?
If you’re passionate about technology, love solving customer problems, and want to have a meaningful impact in a fast-growing startup, we’d love to hear from you.