Solutions Engineer, EMEA

Viafoura Inc.; Greater London; Hybride; GBP 54 000 - 88 000; Plein temps

Résumé du poste

Viafoura is seeking an experienced technical support specialist for the EMEA region. You will act as the technical backbone for customer experience, resolving issues quickly, accelerating onboarding, and ensuring customer questions are answered without unnecessary escalations.

You will work across multiple time zones with regional sales and success teams, translating complex technical concepts into clear outcomes for enterprise publishers.

Qualifications

• Excellent written and verbal communication skills; ability to explain technical concepts to non-technical audiences.
• Experience working with cross-functional teams including engineering, success, and support.
• Familiarity with web/mobile tech and APIs, and knowledge of AI tooling to improve workflows.

Responsabilités

• Own the first line of technical support for EMEA customers; triage and resolve issues.
• Guide new enterprise customers through technical setup and onboarding to accelerate go‑live.
• Partner with regional sales for technical questions, scope integrations, and product fit demos.
• Collaborate with engineering, success, and support teams to close loops and surface recurring problems.
• Maintain up-to-date technical documentation and release notes.
• Be a product knowledge expert and contribute to processes that reduce reactive work.

Connaissances

JavaScript

HTML/CSS

APIs

Technical communication

AI tooling

Customer engagement

Description du poste

Reports to: Director of Customer Experience

Team: Customer Experience

Region: EMEA

Location: Europe (Remote)

About Viafoura

Viafoura is a Toronto-based technology company powering audience engagement for more than 1,000 media brands worldwide, including The Telegraph, Ringier, DPG Media, The Independent, Associated Press and Newsweek. Our platform, CommunityOS, helps publishers build direct, first-party relationships with their audiences through real-time conversations, AI-powered moderation, and a suite of interactive engagement products.

The Role

This is an EMEA-focused role, based in the region to support Viafoura's growth across the EU in particular and to serve large enterprise customers throughout EMEA. You will sit at the intersection of our customers, our product, and our engineering team, acting as the technical backbone of the customer experience: resolving issues quickly, accelerating onboarding, and making sure customer questions get answered without unnecessarily escalating to engineering.

Working across EMEA time zones and alongside regional sales and success teams, you will be a trusted technical partner to some of the region's most demanding publishers. This is a high-impact role for someone who enjoys solving problems, working directly with enterprise customers, and translating technical complexity into clear outcomes.

Key Responsibilities

• Customer support and ticket triage: Own the first line of technical support for EMEA customers. Investigate, diagnose, and resolve issues, and triage incoming tickets so that only genuine engineering problems are escalated.
• Implementation and onboarding support: Guide new enterprise customers through technical setup and integration, helping them go live faster and with fewer roadblocks.
• Technical presales support: Partner with the regional sales team to answer technical questions, scope integrations, and demonstrate how CommunityOS fits into a customer's stack.
• Cross-team collaboration: Work closely with engineering, customer success, and support teams across regions to close the loop on issues, surface recurring problems, and improve the product.
• Knowledge management and documentation: Keep technical documentation, help articles, and internal knowledge resources current, accurate, and useful so customers and teammates can self-serve. Manage release notes.
• Product Knowledge and Process Improvement: Be an expert on all Viafoura products and technical capabilities, contributing to solutions that reduce the percentage of time spent on reactive work.

What You Bring

• A natural problem solver who enjoys getting to the root of technical issues.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong customer engagement skills and a service-oriented mindset.
• A collaborative approach and comfort working across engineering, success, and support teams.
• Technical knowledge of web and mobile technologies, including JavaScript, HTML, CSS, and APIs.
• Familiarity with AI tooling and how to apply it to support and productivity workflows.
• Comfort working across EMEA time zones; additional European languages are an asset.