Solutions Engineer - Remote

Summary

Siena AI is a company that provides a unified customer journey solution for consumer brands. They are seeking a Solutions Engineer to manage the technical aspects of deals, including demos, integrations, and proof-of-concept trials, while collaborating closely with sales and engineering teams.

Responsibilities

• 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 workarounds when the standard product doesn’t fit
• Maintain and refresh the demo environment and demo asset library (live demos, Looms, scenario flows) so the whole GTM team can sell accurately
• Assist with RFPs and security questionnaires
• Own multi-week POC / trial programs end to end: kickoff, integration connect, journey and automation buildout, weekly working sessions, QA, troubleshooting, and final readout
• Define and drive to measurable success criteria (e.g., automation-rate and CSAT targets) using a phased, email-first-then-chat go-live methodology
• Write clean technical handoffs so Deployment can carry the customer past go-live
• 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, validate OAuth and webhook flows in Postman against live or sandbox endpoints — before anything is committed to a customer
• Draft, scope, and price Statements of Work for custom configuration and integration work, and translate feasibility into realistic effort and cost
• Be the connective tissue across Sales, Engineering, Product, and CS — triaging customer issues, filing well-scoped 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

Skills

• 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 — not supporting someone else's
• Hands-on technical ability. Genuine fluency with APIs, webhooks, and OAuth; comfortable reading API docs, testing in Postman, and judging integration feasibility. This role builds, not just specs
• 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 shipping/tracking. 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)
• Hands-on experience configuring, prompting, or selling LLM / AI agent products
• Contact-center experience (Genesys, Dixa) for larger deals
• Experience writing and pricing custom-integration SOWs, or a forward-deployed / implementation background
• Familiarity with the rapidly evolving AI CX landscape
• Light front-end comfort (JS chat-widget embedding, A/B testing)

Qualifications

Must Haves

• 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 — not supporting someone else's
• Hands-on technical ability. Genuine fluency with APIs, webhooks, and OAuth; comfortable reading API docs, testing in Postman, and judging integration feasibility. This role builds, not just specs
• 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 shipping/tracking. 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)

Nice to Haves

• Hands-on experience configuring, prompting, or selling LLM / AI agent products
• Contact-center experience (Genesys, Dixa) for larger deals
• Experience writing and pricing custom-integration SOWs, or a forward-deployed / implementation background
• Familiarity with the rapidly evolving AI CX landscape
• Light front-end comfort (JS chat-widget embedding, A/B testing)

Benefits

• Great salary plus equity or stock grants. Own a piece of what you build.
• Learning budget. If you are growing, so are we.
• Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools.