Solutions Engineer

Cars.com LLC; Illinois; Hybrid; USD 42,000 - 50,000; Full time

Benefits offered by this job

Medical plan

Home office stipend

Generous PTO

Holidays

Job summary

Cars Commerce seeks a Solutions Engineer to deliver first-line support across phone, email, and chat for our automotive tech products.

You will diagnose needs, guide customers to solutions, and hand off to internal teams when needed, while maintaining quality documentation and adherence to SLAs.

Qualifications

• High School Diploma or equivalent required.
• 1 year of customer service or call center experience.
• Experience with Salesforce, WordPress and Slack is a plus.

Responsibilities

• Intake technical product website support requests via phone, email, chat and forums.
• Follow up and resolve customer requests and open cases for product support.
• Resolve customer inquiries related to services or technology.
• Troubleshoot and resolve complex product-related issues.
• Escalate complex issues to higher-level teams and manage expectations.

Skills

Customer service

Phone support

Salesforce

WordPress

Slack

Automotive industry

Technical curiosity

Multi-tasking

Education

High School Diploma

One year customer service

Tools

Salesforce

WordPress

Slack

Job description

Be essential at Cars Commerce At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, our reputation-based digital wholesale auction marketplace, Dealerclub, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry. No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together - putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable. But don't take our word for it. We are proud to be named one of Built In's 2026 Best Places to Work in Chicago and across the U.S. Ready to make your mark? Join a team that’s driving real change in the automotive industry.

As the primary technical contact, the Solutions Engineer delivers effortless support experiences by combining deep curiosity with technical expertise. Operating in a dynamic, high-volume environment across phone, message, and email channels, this role diagnoses customer needs to deliver immediate resolutions or facilitate smooth, warm handoffs to specialized internal teams.

Solutions Engineer - Job Description

Shift Information (Central Time) - Monday, Tuesday, Thursday, Friday 10-6 pm and Saturday from 2 pm-10 pm

The Solutions Engineer position provides the first-level of contact support to customers. With each interaction, Solution Engineers lead with a high level of curiosity to gain an understanding of customer support inquiries so that they can provide technical and/or service-based solutions that meet their needs.

Education and Experience

• High School Diploma (or equivalent experience)
• One (1) year of customer service or call center experience
• Experience with Salesforce, Wordpress and/or Slack a plus
• Experience in a support or service role within the Automotive, SaaS or MarTech industries is a plus

Required Skills & Abilities

• Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication
• Quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up
• Present information in a clear and accessible manner
• Effectively practice actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs
• Familiar with internet browsers and settings, managing phone lines and basic e-mail functionality
• Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry
• Quickly develop rapport with others and adjust to different communication styles.
• Can easily interact with both colleagues and customers.
• Comfortable and competent in handling high-tension situations both in written and verbal communication
• Ability to multi-task and use time effectively and efficiently
• Skilled in working with various web platforms, including Word Press
• Embraces change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry
• Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned

Job Duties / Responsibilities

• Intake technical product website support requests from customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums.
• Follow up and resolve customer requests and open cases for product support.
• Resolve customer inquiries related to services or technology.
• Troubleshoot and resolve complex product-related issues.
• Escalate more complex issues as needed to higher-level support teams and/or management; and de-escalate customers as needed.
• Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.
• Take a high rate of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s).
• Stay aligned with internal knowledge sharing, platforms and training processes to accurately answer customer questions and to maintain personal skills.
• Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
• Support data maintenance and hygiene by ensuring accurate documentation of customer interactions and notes in all applicable systems.
• Be a steward of our customer solutions by communicating process, system or technical improvement opportunities in line with current processes.
• Understand and uphold compliance standards for OEM Partners.
• Maintain metrics for phone calls, case closures, and Service-Level Agreements for OEM partners month over month.
• Manage communication between multiple departments to ensure client requests and expectations are relayed properly to the necessary parties both internally and externally.
• Manage client expectations in regards to turnaround times, updates, and issues.
• Have a fundamental understanding of the Inventory process and ensure information is relayed to the client in an accessible way.
• Provide training materials to clients in need so they have resources for website updates they can manage.
• Troubleshoot and understand the Lead Capture process for Dealership websites.
• Understand and have comprehensive knowledge of the Dealer Inspire website platform and its functionalities.
• Troubleshoot Third Party tools and identify issues with installation or Third Party involvement for further resolution.
• 1on1 documentation and development items filled out monthly/quarterly.
• Acquire technical and service certifications as required.
• Understand website package levels and set appropriate client expectations; identifying consultative upsell opportunities and handing off to Managed Services, Performance Management or Sales as appropriate.
• Complete personal and department-assigned goals.
• Audit and complete cases completed by our overnight team in a timely manner.

Salary Range $41,500.00-49,800.00

Our Comprehensive Benefits Package includes:

• Medical, Dental & Vision Healthcare Plans
• New Hire Stipend for Home Office Set-Up
• Generous PTO
• Paid Holidays, Floating Holiday, Volunteer Day, Recharge Day

For US-based Positions: Applicants must be authorized to work in the United States. Please note that we are unable to sponsor employment visas at this time. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Welcome! At Cars Commerce, we think big, push boundaries, and rise together as a team. It’s all the challenge and energy of a job in the tech industry, backed by 25 years of proven resilience and growth as a leading consumer brand. Imagine getting to work on a team with a bold mission to simplify everything about buying and selling cars. A culture that’s a unique mix of innovation and collaboration. Exciting training and development opportunities that empower you to take ownership of your career. For our employees, every day is an opportunity. We’re a remote-first workplace that embraces diversity at every level. Inspired by our values, we intentionally create opportunities for our employees to grow and make an impact in our industry and local communities. Let’s move your career forward together.

Cars Commerce is an audience-driven technology company empowering automotive that simplifies everything about buying and selling cars. The Cars Commerce platform includes the flagship automotive marketplace and dealer reputation site Cars.com, innovative digital marketing technology and services from Dealer Inspire, industry-leading trade-in and appraisal technology from AccuTrade, an exclusive in-market media network, and powerful and predictive AI technologies that enable more efficient and profitable retail operations. Cars Commerce is the essential partner to stay one step ahead in automotive.