Customer Solutions Engineer
Agility CMS
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Benefits offered by this job
Job summary
Qualifications
- 3–5+ years experience as a Full Stack Developer in a SaaS or customer-facing role.
- Experience supporting production web applications, preferably headless CMS.
- Excellent written and verbal communication skills.
Responsibilities
- Provide developer-level support to Enterprise customers.
- Investigate and resolve complex front-end and back-end issues.
- Own technical resolution of incoming support requests.
Skills
Tools
Job description
Customer‑facing engineering.
Location: Virtual Office with quarterly team meetings in Toronto. Work hours: 4:00 AM to 12:00 PM Eastern Time.
Agility is a modern, developer‑first CMS backed by a deeply technical, customer‑obsessed team. Our customers are building real‑world production applications, and when they need help, they expect to talk to engineers—not scripts. We’re looking for a Customer Solutions Engineer: a seasoned full‑stack developer who enjoys solving real customer problems, debugging production systems, and acting as a technical peer between customers, Product, and Engineering. This is an engineering role first, with customer interaction as a core responsibility—not a traditional support position.
As a Customer Solutions Engineer, you’ll provide developer‑level support to our Enterprise customers, owning the technical investigation and resolution of complex development issues.
You’ll work directly with customer codebases, APIs, SDKs and production environments while collaborating closely with Product and Engineering to improve the platform based on real‑world usage.
Your work in this time slot provides dedicated coverage for our global Enterprise customers and is designed to give engineers uninterrupted focus time while owning end‑to‑end issue resolution.
As a key bridge between our customers and our product, you’ll own the technical resolution of incoming support requests. You'll liaise across Customer Success, Product, and Engineering, and directly support customers with their development challenges.
- Investigate, debug, and resolve complex front‑end and back‑end issues in customer production environments using Agility CMS.
- Act as the engineering escalation point for Customer Support, including source‑level debugging and deep technical investigation.
- Partner directly with customers during live sessions to diagnose issues, explain root causes, and recommend robust solutions or workarounds.
- Collaborate closely with Product and Engineering to surface patterns, document bugs, and influence prioritization based on real‑world usage.
- Translate customer issues into clear, actionable Jira tickets with technical context and reproduction steps.
- Participate in incident reviews and root‑cause analysis to help prevent recurring customer‑impacting issues.
- Improve internal tools, workflows, and documentation to reduce friction and increase the effectiveness of customer support at scale.
- Contribute to technical support content, knowledge base articles, and customer education resources.
- Serve as a subject‑matter expert on the Agility platform, APIs, SDKs, integrations, and hosting environments.
- You are a trusted technical partner for Enterprise customers, capable of independently diagnosing and resolving complex issues.
- You are recognized internally as a go‑to expert on the Agility platform and its real‑world usage.
- Your work leads to fewer repeat issues through improved tooling, documentation, and product feedback loops.
- Product and Engineering teams rely on your insights to improve developer experience and platform reliability.
- During your shift, you will often be the most senior technical resource available.
- You’re expected to assess impact, make sound technical decisions, communicate clearly with customers, and elevate when appropriate.
- You won’t be on an island — but you will be trusted to operate independently.
This role is designed for experienced engineers who want to stay hands‑on while expanding their impact. Customer Solutions Engineers at Agility grow in multiple directions, including:
- Solution Architect
- Platform or Product Engineering roles
- Technical leadership roles within Customer Experience
- 3–5+ years experience as a Full Stack Developer in a SaaS or customer‑facing development role.
- Proficiency in .NET (C#), React/Next.js, TypeScript/JavaScript, and working with RESTful APIs.
- Familiarity with other development frameworks and languages an asset (Astro, PHP, Python, etc).
- Experience supporting production web applications, preferably headless CMS or content platforms.
- Comfortable working in the open with customers—excellent communication skills and a service mindset.
- Ability to jump into unfamiliar codebases and debug complex issues independently.
- Familiarity with Git, CI/CD, logging tools (e.g., Azure Application Insights, Sentry, DataDog), and cloud hosting (e.g., Azure, AWS, Vercel, Netlify).
- Strong problem‑solving skills with a bias toward action and collaboration.
- Excellent written and verbal skills.
- Experience in a remote or hybrid work environment.
- Previous experience in support or solutions engineering is a strong plus.
- Full medical and dental benefits
- We are 100% remote.
- Dedication to your growth. We focus on career pathing for each and every one of our employees and help provide training to advance at every stage of your career. Educational allowance for your courses and training.
- Focus on culture. Coffee chats, happy hours, BBQ get together, and more!
- Annual Company Retreat!
- Swag! Because who doesn’t love swag?
- Introductions to thought leaders in the space and webinars on cutting‑edge tech hot topics.
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