Job Summary
The Solutions Specialist is a cross-functional, customer-facing role responsible for supporting solution delivery throughout the customer lifecycle, from pre-sales discovery and requirements gathering through validation, implementation, integration, training, and ongoing customer success.
The Solutions Specialist works closely with customers to understand and document business and technical requirements and translates those requirements into clear, actionable information for the Technical teams responsible for building and configuring the solution.
Acting as a bridge between customers and internal teams, the Solutions Specialist coordinates solution delivery activities, validates solutions against customer requirements, supports implementation and integration, assists with technical issue investigation, conducts solution demonstrations and training, and helps ensure successful customer adoption.
The role also supports in-house lab and demonstration environments and develops training materials and solution-related documentation as needed to support customer, project, and internal requirements.
Duties
Customer Requirements & Solution Planning
· Engage with customers, prospects, partners, and internal stakeholders to understand business, operational, and technical requirements.
· Gather, analyze, and document customer requirements, workflows, use cases, technical dependencies, and integration needs.
· Translate customer requirements into clear solution requirements for Technical and other internal teams.
· Work with Technical teams to clarify requirements and help ensure proposed solutions address customer needs and intended use cases.
· Identify and communicate solution gaps, dependencies, risks, and implementation considerations.
· Support pre-sales technical discussions and solution planning as needed.
Solution Validation & Testing
· Work with the Technical team to ensure solutions are prepared based on documented customer and business requirements.
· Review and validate configured solutions against customer requirements and expected use cases prior to delivery.
· Perform functional and solution validation testing of relevant workflows, interfaces, integrations, and expected solution behavior.
· Document validation results, identified gaps, and required follow-up actions.
· Coordinate identified issues or required changes with Technical, Engineering, Product, or Support teams and support re-validation as needed.
Implementation & Integration Support
· Support customer onboarding, solution implementation, deployment, and integration activities.
· Coordinate implementation activities and communication between customers and internal Technical teams.
· Provide customer requirements, environment details, integration requirements, and other relevant information needed to support implementation.
· Support integration activities involving customer systems, third-party platforms, devices, and related technologies.
· Identify and communicate implementation dependencies, risks, blockers, and required actions.
· Help verify that delivered solutions align with documented customer requirements and intended workflows.
· Support transition and handoff to Technical Support, Customer Success, and other appropriate teams.
Technical Troubleshooting & Issue Investigation
· Assist with the investigation and initial troubleshooting of customer-reported technical and operational issues.
· Gather relevant information, reproduce issues in lab or test environments when possible, and document findings to support further technical investigation.
· Coordinate with Technical, Engineering, Product, and Support teams to facilitate issue investigation and resolution.
· Validate fixes or workarounds from a customer requirements and use-case perspective, as needed.
· Communicate relevant findings, status, and recommended actions to customers and internal stakeholders, as appropriate.
Solution Demonstrations & In-House Lab Support
· Plan, prepare, and conduct solution demonstrations for customers, prospects, partners, and internal stakeholders.
· Set up and maintain in-house lab and demonstration environments required for demonstrations, testing, training, and issue reproduction.
· Prepare required hardware, software, networking, applications, and related solution components within the lab environment.
· Coordinate with Technical teams when specialized configuration or technical assistance is required.
· Ensure demonstration environments are operational and appropriately prepared for planned activities.
· Maintain relevant lab and demonstration documentation as needed.
Training & Technical Documentation
· Develop, maintain, and update customer and internal training materials as needed to support solution delivery, implementation, training, and customer enablement.
· Develop solution-related documentation, such as user guides, installation guides, configuration guides, quick-reference guides, demonstration guides, and troubleshooting documentation, as needed to support specific customer, project, or internal requirements.
· Conduct or support training sessions for customers, partners, and internal teams.
· Adapt training content based on the audience, solution capabilities, customer requirements, and intended use cases.
· Coordinate with Technical, Product, Support, and other subject-matter experts to help ensure training and documentation are accurate and current.
Cross-Functional Collaboration & Customer Success
· Serve as a liaison between customers, Sales, Technical teams, Engineering, Product, Support, Customer Success, and other internal stakeholders.
· Facilitate clear communication of customer requirements, technical findings, implementation feedback, and solution gaps.
· Provide customer and field feedback to appropriate internal teams based on implementations, validation activities, demonstrations, and customer interactions.
· Support customer adoption through training, technical guidance, issue coordination, and collaboration with internal teams.
· Identify opportunities to improve requirements gathering, validation, implementation, demonstrations, documentation, training, and customer handoffs.
· Contribute to reusable processes, templates, checklists, and best practices that improve solution delivery efficiency and consistency.
Qualifications
· Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline, or equivalent practical experience.
· Experience in a customer-facing technical role such as Solutions Specialist, Solutions Engineer, Implementation Specialist, Technical Consultant, Systems Engineer, or similar role.
· Experience gathering, analyzing, and documenting business and technical requirements.
· Ability to translate customer requirements into clear, actionable information for Technical and Engineering teams.
· Experience with solution validation, functional testing, implementation support, integration, or technical troubleshooting.
· Working knowledge of hardware, software, networking, operating systems, and general IT infrastructure.
· Ability to understand integrated technical solutions and collaborate effectively with teams responsible for building and configuring them.
· Strong analytical, troubleshooting, organizational, and problem-solving skills.
· Strong written and verbal communication skills, including the ability to communicate effectively with technical and non-technical audiences.
· Ability to manage multiple customer and internal activities while maintaining attention to detail.
Preferred Qualifications
· Experience supporting technical solution demonstrations and customer presentations.
· Experience with customer onboarding, implementation, and integration projects.
· Experience working with integrated hardware and software solutions.
· Familiarity with system integrations, APIs, networking, databases, cloud platforms, or related technologies.
· Experience performing solution validation or customer acceptance testing.
· Experience developing technical documentation, training guides, and instructional materials.
· Experience conducting customer, partner, or internal training.
· Experience reproducing and troubleshooting issues in lab, test, staging, or customer environments.
· Experience working across Sales, Technical, Engineering, Product, Support, and Customer Success teams.
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Paid time off
Work Location: In person
