Solutions Engineer Team Lead

About OfficeSpace: 

OfficeSpace is the AI workplace management platform that helps teams plan, connect, and perform in the modern workplace. As a performance-based, PE-backed company, we hire based on merit and a willingness to do what it takes to succeed long-term. You’re a great fit for the role if you’re entrepreneurial, passionate, motivated by building at light speed, and an Agentic AI early adopter. Our world-class teams operate in the US, Canada, and Costa Rica in a culture of trust, respect, growth, and impact.  

The Solutions Engineer Tech Lead serves as the technical bridge between customer-facing support teams (Tier 1 and Tier 2) and the development teams under the engineering organization.

This person combines customer empathy, strong communication skills, and hands-on technical expertise to lead complex troubleshooting, identify root causes, and ensure smooth escalation of issues between teams.

While not a daily developer role, this position requires enough coding and systems experience to triage bugs, review logs, write scripts, reproduce issues, and collaborate effectively with developers, DevOps, Product and SDET.

 

Key Responsibilities

• Serve as the technical escalation point for Tier 2 support on complex customer issues.
• Diagnose and reproduce production bugs using tools such as Postman, browser dev tools, logs, and sample scripts.
• Write or review small code snippets (Ruby or JavaScript) to validate hypotheses or suggest fixes.
• Collaborate with DevOps on infrastructure or deployment-related incidents.
• Open, prioritize, and document issues in Jira, ensuring clear technical reproduction steps and context.
• Partner with developers to drive issue resolution and understand root causes.
• Act as a technical mentor for Solutions Engineers, guiding them on debugging, tooling, and communication with dev teams.
• Contribute to internal documentation and knowledge base articles to reduce future escalations.
• Represent the customer's voice during bug triage and product review meetings.
• Support the onboarding of new technical support staff with deep product and process knowledge.
• Proactively monitor error tracking tools, such as  Bugsnag, to identify new or recurring production issues before they impact customers.
• Review application logs after releases to ensure system stability and detect regressions early.
• Validate and verify bug fixes in production, confirming that issues resolved by the development team are fully remediated.
• Investigate performance bottlenecks by analyzing APM traces and coordinating the findings with DevOps or engineering teams.
• Collaborate directly with clients to reproduce, diagnose, and troubleshoot complex issues in real-world environments.
• Develop and execute data correction scripts (SQL or application-level) to address data integrity issues in production systems, ensuring accuracy and minimal impact.

 

Required Skills & Qualifications

• 5+ years in software development, technical support, solutions engineering, cloud operations, or a similar customer-facing technical role in a SaaS environment.
• Solid experience with web technologies: REST APIs, HTTP, JSON, GraphQL, browser debugging tools.
• Familiarity with React/JavaScript and backend scripting languages to be able to read and understand code.
• Comfort with basic scripting (preferably Ruby) for debugging and potentially fixing issues.
• Experience creating and managing Jira tickets and communicating effectively with engineering teams.
• Strong analytical mindset and methodical approach to problem-solving.
• Experience using tools such as Zendesk, Salesforce, or similar platforms.
• Excellent communication skills to be able to translate technical findings into customer-friendly language and vice versa.
• Experience with DevOps monitoring tools, such as log aggregators, Splunk, Grafana, New Relic, or similar systems.
• Experience with Google Cloud Platform services or similar Cloud PaaS.
• Familiarity with SQL and database querying for data validation and issue reproduction.
• Prior experience in mentoring or leading a small technical support or solutions team.

 

Preferred Qualifications

• Familiarity with the Ruby scripting language.
• Understanding of the Software Development Lifecycle (SDLC).

 

Why OfficeSpace?

• High-Performance Culture: At OfficeSpace, we believe in the power of accountability, focus, and drive. Our A-Player team members work together to deliver measurable, meaningful results. We recognize and reward those who push boundaries and achieve excellence.
• Ownership and Accountability: We trust our employees to take full ownership of their roles, providing the autonomy to innovate and the support to succeed. We seek individuals who are self-motivated and thrive in an environment where they can drive impactful outcomes.
• Technology-Forward: As a company invested in cutting-edge technology, we integrate AI and other advanced solutions across our platform to enhance productivity, customer experience, and process efficiency. Our team members are excited by the potential of AI and proactively explore ways it can drive our success.
• Growth Mindset: Continuous learning and improvement are integral to our culture. We encourage our team to embrace challenges, seek knowledge, and develop both personally and professionally.
• Innovation and Agility: We foster a dynamic, fast-paced environment where fresh ideas and bold solutions are celebrated. We embrace change and thrive on turning challenges into opportunities, with a team that is agile, proactive, and resilient.
• Collaborative, Results-Driven Environment: We value purposeful collaboration that leads to shared success and stronger results. While our team members are independent, they recognize the value of working together to drive our mission forward.
• Competitive Benefits and Rewards: OfficeSpace offers comprehensive and competitive benefits packages globally, designed to support our team’s health, well-being, and financial security. We invest in our people so they can excel.
  
  OfficeSpace is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. We are committed to basing all employment-related decisions upon valid job-related factors without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, genetic information, military status, veteran status, physical or mental disability, or any other status protected by law.