Solutions Engineer, Siena

• Pre-sales experience. 3–5+ years as a Solutions / Sales Engineer (pre-sales) in B2B SaaS, with a track record of personally owning demos and POCs
• Hands-on technical ability. Fluency with APIs, webhooks, and authentication methods; comfortable reading API docs, testing in Postman, and judging integration feasibility. You’ll need to be able to build
• E-commerce CX stack breadth. Working knowledge of the ecosystem: Shopify plus helpdesks (Gorgias, Zendesk, Kustomer, Dixa, or similar), and adjacent tools for returns, subscriptions, reviews, loyalty, and post-purchase. Breadth across the stack matters more than depth in one tool
• Clear communication. The rare ability to explain AI and technical concepts clearly to a non-technical CX or commerce leader, and to write tight SOWs, RFP responses, and handoffs
• Self-direction. Comfort prioritizing across many simultaneous deals in a fast, small-team startup — and building your own process and leverage (including with AI tooling)

Desirable

• This is a hands-on Solutions Engineer role — the second SE on a small, high-output GTM team. You will own the technical side of deals end to end: from first demo and integration scoping, through multi-week proof-of-concept trials, to the technical green light that lets a deal close
• You’ll build and test integrations yourself, write and price statements of work, run live trials against real customer data, and be the credible technical voice in the room — solo or alongside an Account Executive
• You’ll partner most closely with our AEs on commercial strategy, with Engineering and Product on feasibility and roadmap, and with our Deployment / CS team on pilot execution and handoff
• Technical pre-sales & demos
• Run demos built around the prospect's actual problems and data — across our Support, Shopping, Social, Reviews, and Voice agents and Siena Intelligence
• Lead live technical discovery and validation: map the prospect’s stack, answer “can it do X?” honestly, and propose solutions when the standard product doesn’t fit
• Maintain and refresh the demo environment and demo asset library (live demos, video assets, scenario flows) so the whole GTM team can sell accurately
• Assist with RFPs and security questionnaires
• Proof-of-concept & trial ownership
• Own multi-week POC / trial programs end to end: kickoff, integration connect, journey and automation buildout, weekly working sessions, QA, troubleshooting, and final readout
• Write clean technical handoffs so Deployment can carry the customer past go-live
• Integration scoping & solution design
• Scope integrations across the e-commerce CX stack; decide native-vs-custom build and partner with Engineering on what gets built
• Build and test integrations yourself — write custom actions, test and validate in Postman against live or sandbox endpoints
• Draft, scope, and price Statements of Work for custom configuration and integration work, and translate feasibility into realistic effort and cost
• Cross-functional & product feedback
• Be the connective tissue across Sales, Engineering, Product, and CS — triaging customer issues, filing well-scoped Linear tickets, and escalating to the right owner
• Act as the field-to-product feedback conduit: bring concrete product gaps and roadmap input into product reviews, grounded in real deals
• Support pricing conversations with the technical ROI and volume case (the AE owns commercial terms)
• Contribute to internal enablement — training AEs and CSMs to demo, and building reusable enablement content