Senior Solution Engineer

Job Description About Onit We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions. We're a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we're looking for bold thinkers and builders who are excited to shape the next chapter of legal tech. If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we'd love to meet you. Summary As a Senior Solution Engineer at Onit, you will play a critical role in providing exceptional technical support to clients utilizing our suite of products. You will be responsible for troubleshooting and resolving complex technical issues as well as performance optimization, ensuring that our clients have a seamless and successful experience with our solutions. This position offers an exciting opportunity to work cross-functionally with teams across Engineering, Product Management, and Professional Services to deliver world-class solutions and customer satisfaction. Responsibilities - Supporting the effort to ensure the highest levels of client satisfaction with our products and services, the Senior Solution Engineer will have the following responsibilities and duties: - Provide advanced technical support to clients, addressing complex technical issues and product inquiries related to Onit's suite of solutions. - Troubleshoot, diagnose, and resolve technical challenges across the product stack, delivering prompt and efficient solutions. - Collaborate closely with internal teams, including Engineering, Product Management, and Professional Services, to ensure comprehensive resolution of client issues and to drive product enhancements. - Identify and escalate recurring issues or patterns to the development teams to improve product functionality and reduce future support requests. - Serve as a technical advisor to clients, offering insights and guidance on best practices for leveraging Onit's products to meet business goals. - Perform performance optimization of Onit's products and solutions, ensuring efficient operation and resolving any performance bottlenecks or issues. - Contribute to continuous improvement initiatives by providing feedback on product features, functionality, and customer requirements. Required Skills - 5+ years of experience in advanced customer support, preferably within a SaaS (Software as a Service) environment. - Proficiency in Ruby programming, with a general to advanced level of expertise. - Working knowledge of Python and its application in software development and support. - Prior experience working on integrations (e.g., Pentaho, Workato, API integrations, third-party systems). - Solid understanding of programming fundamentals and source code management (e.g., algorithms, data structures, coding best practices, git, etc.) - Demonstrated ability to quickly understand business requirements and expectations. - Excellent verbal and written communication skills, with the ability to effectively articulate complex technical concepts to both technical and non-technical stakeholders. - Detail-oriented with strong organizational skills. - Prior experience working on Business Process automation/management tools is a plus. - Liquid templating language experience is a plus. - Excellent Microsoft Office Suite and general documentation proficiency. - Strong multitasking skills with the ability to prioritize and manage multiple projects. simultaneously in a fast-paced environment. - Experience in the legal industry is a plus but not required. - Bachelor's degree in computer science, MIS or a related discipline Benefits & Perks That Support You Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond: Health Coverage: Employee and immediate family members. Time Away: Flexible paid time off and 10 company paid holidays annually. Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement. Income Protection: 100% employer-paid life and disability insurance. Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident, and even pet insurance. Tax-Advantaged Accounts: Flexi, NPS. Community Engagement: One paid volunteer day each year to give back to the community. Our Commitment to Applicants We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you're excited about this role but your experience doesn't align perfectly with every qualification, we encourage you to apply. You may be exactly who we're looking for. Onit Values Customer First - Customer success is our success. We deliver value, listen, and act on customer needs. Purposeful Innovation - Innovation fuels our growth. We harness creativity to solve problems and lead with the intentions and expertise. Win as One - Teamwork is how we win. We are accountable, act with integrity, and communicate openly. Intentional Growth - Our people are the difference. We create an environment with compelling work, impactful contributions, and career growth. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.