📍 Location: North America, fully remote

📄 Type: Full-time

Userled is looking for an Associate Solutions Engineer to build our technical function in North America as we scale past 1,00+ customers.

Over the past 12 months we've onboarded some of the biggest names in B2B SaaS (e.g., -), and a huge share of them are in the US. Now we need someone with a builder's mindset to own the technical experience for those customers from the ground up, in their own timezone.

You will report to the Head of Solutions Engineering and focus primarily on technical support, integrations & configuration, enablement, and product feedback.

This is our first Solutions Engineer hire in North America and the second in the SE function globally. You won't be inheriting a playbook. You'll be helping to write it. 🚀

What You'll Do

1️⃣ Technical Support & Triage

• Be the first response for our US customers, in their hours. Triage every incoming ticket (Bug, Config, FAQ), reproduce it, and resolve what you can.
• Own your queue in Linear end to end, from intake through to resolution. Nothing goes stale and the board always reflects reality.
• Reply directly in customer Slack channels. You are not a back-office escalation tier. Customers hear from you, and the bar is first-class support: fast, clear, and honest about what we know and don't.
• Unblock the CSM team. CSMs log tickets on behalf of their customers and you're who they turn to. Answer their technical questions so they can stay focused on the relationship.