
Solutions Engineer
LOCATION: Playa Vista, CA (Onsite M-F)
Who The Flip Is Flip?
Flip is leading the next wave of innovation in customer support—AI-powered call automation. While it’s clear that automating support calls is inevitable and imminent, current market adoption remains under 1%. Flip is ahead of the curve, emerging as the category leader across eCommerce/Retail, Healthcare and Transportation.
Flip integrates with a client's tech stack to personalize every call and resolve issues quickly, creating a seamless, branded experience that enhances customer satisfaction and loyalty.Flip continuously evolves through millions of real customer conversations, delivering human-level understanding and handling with exceptional precision.
We are in-office, with spaces in NYC, LA, and the UK. If you enjoy being an owner-operator, solving and/or reverse hacking hurdles and hold a high level of integrity for product quality and service then this is the place for you.
#FlippinLegend
About the Role
We’re hiring our first Solutions Engineer (SE) to bridge the technical gap between Sales, Customer Success, and the customer with one primary goal: converting as many trials and proof-of-concepts (POCs) as possible.
At Flip, prospects evaluate our AI-powered voice automation in a phased approach:
- Discovery & Demo – Customers see Flip’s capabilities.
- Call Listening & Analysis ("Listen Mode") – Flip collects and transcribes customer service calls to assess automation opportunities.
- Trial (Automation Turned On) – Flip begins handling live calls for a period to measure real-world performance.
- Full Rollout (Paid Contract) – The customer commits based on trial results.
Your role is to ensure the technical success of each phase, remove blockers, and maximize trial conversions by making Flip’s AI work seamlessly in real-world customer environments. You will work closely with AEs, CSMs, and engineering to ensure smooth integrations and successful POCs.
What you’ll do
- Pre-Sales & POC Readiness (Demo & Call Analysis)
- Partner with AEs to assess technical feasibility and address integration questions.
- Join sales calls when needed to answer the most technical integration questions.
- Ensure Listen Mode (call data analysis) is correctly configured for accurate insights.
- Support custom demo environments when necessary (AEs own standard demos).
- Trial Execution & Conversion (Automation Turned On)
- Own the technical setup of trials—ensuring AI automation, telephony, and CRM/OMS integrations work.
- Work directly with customer IT teams to troubleshoot integration issues.
- Act as the technical bridge between Sales, CS, and the customer to ensure trial success.
- Identify common trial friction points and improve internal processes to boost conversion rates.
- Handoff & Expansion Support
- Transition successful trials to CSMs for full implementation.
- Remain available for high-impact technical escalations but not day-to-day post-sale support.
- Support expansion opportunities requiring deep technical validation.
What You Bring:
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience)
- 3–5 years of experience in a Solutions Engineering, Pre-Sales Engineering, or Technical Support role within a software company
- Strong understanding of software development, system architecture, APIs, cloud technologies, and integrations
- Experience with customer-facing roles and a proven ability to communicate technical information to non-technical stakeholders
- Proficiency in one or more programming languages (e.g., Python, JavaScript, Java) and software tools
- Familiarity with SaaS solutions, cloud platforms (AWS, Azure, GCP), and modern web technologies
- Experience with databases (SQL/NoSQL), data integration, and RESTful APIs
- Excellent problem-solving skills and the ability to manage multiple projects simultaneously
- Strong communication, presentation, and documentation skills
Preferred Qualifications:
- Experience with enterprise software solutions and B2B sales processes.
- Familiarity with DevOps, CI/CD pipelines, and containerization technologies (Docker, Kubernetes).
- Experience with customer relationship management (CRM) tools such as Glady, Salesforce or HubSpot.
- Certifications in cloud technologies (e.g., AWS, Azure) or relevant industry certifications.
Bonus:
- Customer-focused with a passion for solving complex technical problems.
- eCommerce CX expertise
Our customers span the globe, and so do our offices. Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We want our company to be as diverse and inclusive as our customers.
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