Note: The job is a remote job and is open to candidates in USA. Aloware is a leading cloud-based contact center software that enables businesses to seamlessly integrate their customer communications across multiple channels. The Solutions Engineer will work closely with various teams to troubleshoot and resolve complex technical issues, verify bugs, and contribute to building scalable solutions, ensuring customer satisfaction and supporting the success of deals across the customer lifecycle.
Responsibilities
• Provide first-line support across chat, email, and phone, delivering fast, accurate, and human responses
• Troubleshoot and resolve advanced technical issues escalated by Sales, Product, or CSM teams
• Verify and document bugs, using tools like Fullstory, Metabase, and Twilio
• Create and manage detailed Jira tickets for bugs and feature requests, ensuring complete context and documentation
• Collaborate with Product to ensure timely resolution of technical issues and communicate status to internal teams
• Partner with Sales during live deals to provide technical expertise and solution recommendations
• Support CSMs during onboarding, check-ins, demos, and troubleshooting calls with clients
• Join quarterly reviews with customers alongside CSMs to ensure technical goals are being met
• Identify recurring issues and provide insights to improve product quality and support processes
• Maintain internal documentation and contribute to scalable technical knowledge base assets
Skills
• 2+ years of experience in a technical support, solutions engineering, or similar SaaS-facing role
• Prior experience in SaaS is required
• Strong written and spoken English — you care about tone, clarity, and accuracy
• You can break down complex issues into clear, actionable steps
• Comfortable engaging with customers directly and participating in live calls with Sales and CSMs
• Familiar with tools like Salesforce, HubSpot, Jira, and debugging platforms
• You thrive in a remote, tech-forward culture and enjoy cross-functional collaboration
• Prior experience in VoIP environments is highly preferred
• Recent experience in Intercom is highly preferred
Benefits
• Performance-based bonuses
• Growth opportunities in a scaling SaaS company
Company Overview
• Aloware stands at the forefront of providing all-in-one cloud based contact center solutions. It was founded in 2018, and is headquartered in Los Angeles, California, USA, with a workforce of 51-200 employees. Its website is https://aloware.com.
Company H1B Sponsorship
• Aloware has a track record of offering H1B sponsorships, with 1 in 2024, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.