Junior Solutions Engineer

About OfficeSpace: 

OfficeSpace Software provides the leading AI operating system for the built world, that helps teams plan, connect, and perform in the 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.  

About the Role

OfficeSpace is looking for a Solutions Engineer 1 to join our Engineering team. In this role you will own the investigation, troubleshooting, and resolution of customer-reported technical issues, working cases end to end and performing thorough independent analysis before engaging in Engineering. You will be a key link between Support, customers, and Engineering, and your communication, ownership, and proactive problem-solving will directly shape the customer experience. This role offers a direct path toward Solutions Engineer I & II as you build technical depth, case ownership, and cross-functional fluency across our platform.

This is a hands-on technical role suited to someone who enjoys digging into root causes, learning new tools quickly, and keeping work visible and well-documented.

What You'll Do

• Own assigned cases from intake through resolution, maintaining clear status and documented next steps on every active ticket.
• Triage and acknowledge new tickets the same business day, providing a first response and setting expectations with stakeholders.
• Perform thorough root-cause analysis and validation before escalating, using available troubleshooting tools and team expertise.
• Investigate issues across logs, monitoring dashboards, and databases to isolate the source of a problem.
• Keep stakeholders informed with timely updates on active investigations and clear timelines when a full answer isn't yet available.
• Escalate blockers promptly and proactively flag access or tooling gaps rather than letting work stall.
• Collaborate with teammates and contribute to a learning environment, asking for help and sharing knowledge.
• Maintain visible progress through daily updates, status reports, and documented investigation notes.

Core Expectations

• Ownership: No assigned ticket sits without action, status, or documented next steps. You drive your work forward without needing to be chased.
• Responsiveness: Acknowledge messages and stakeholder requests promptly during core business hours; reply to ticket communications the same business day.
• Proactiveness: Escalate blockers within one business day, surface knowledge gaps early, and review tickets preventively rather than reactively.
• Communication: Provide consistent daily updates on progress, blockers, and next steps, and keep the team informed of availability and status.

Required Qualifications

• Strong troubleshooting and analytical skills, with a methodical approach to isolating root causes.
• Experience investigating technical issues in a support, QA, or engineering-adjacent environment.
• Clear written and verbal communication in English.
• Ability to manage a queue of concurrent work, prioritize effectively, and keep work well-documented.
• Self-directed ownership and reliable follow-through on commitments.

Technical Skills (Experience or Willingness to Learn)

• Grafana (or similar observability/monitoring and dashboarding tools)
• Database queries (SQL — reading and writing queries to investigate data)
• Ruby / Rake scripting for diagnostics and automation
• SSH and command-line access to servers and environments
• Deep troubleshooting across application logs, infrastructure, and data layers

A genuine willingness to ramp up quickly on any of the above is essential; depth across all is not required at entry, but curiosity and the drive to learn are.

Nice to Have

• Exposure to Zendesk, Salesforce, or a similar customer-facing case management platform.
• Familiarity with JIRA or comparable engineering escalation workflows.
• Prior experience in a SaaS or B2B technical support environment.

What You'll Gain

In your first year, you'll develop deep hands-on expertise in application troubleshooting, observability tooling, and database investigation across a live SaaS platform. You'll work closely with Engineering squads and build the cross-functional fluency that accelerates your growth toward SE1. We invest in your technical development — through peer knowledge sharing, access to internal tooling, and direct mentorship from your team lead.

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.