Solutions Engineer - Remote

Job description

MEET SIENA Siena is the Agent of Record for consumer brands. One agent that owns the entire customer journey, running on a shared intelligence layer no point tool can replicate. Consumer brands run ten or more disconnected tools to manage their customers. We collapse that stack into a single agent. It started with support, the hardest surface a brand has, and it expands from there: Shopping Agent, Social Agent, Siena working alongside a brand's own operators. One agent across every surface, with shared memory, shared context, and shared tools. Hundreds of brands already run real customer volume on Siena in production. This is built, working, and growing, and we are racing to build what comes next. THE TEAM We are a small, fully distributed, global team. We have built leverage into how we work, which is what lets a team this size move at the speed we do. We hire athletes. Everyone here owns real outcomes, defaults to writing over meetings, communicates with directness, and acts the moment they see something worth acting on. Low ego, high standards, fast clock. If you want to own real problems rather than close tickets, keep reading. ABOUT THE ROLE This is a hands-on Solutions Engineer role, the second SE on a small, high-output GTM team. You'll own the technical side of the customer lifecycle: pre-sales demos and integration scoping through to post-sales custom builds and new workflows inside existing accounts. A big part of this role is enablement. You'll build and maintain the demo environment and asset library that the whole GTM team relies on, and create demos and technical assets for internal teams and external workshops and lounges. The other half is staying in accounts after the deal closes, scoping new custom integrations and building new workflows alongside the field deployment managers who own the outcomes. You'll build and test integrations yourself, write and price statements of work, run live trials against real customer data, and be the credible technical voice in the room, solo or alongside an Account Executive. You'll partner most closely with AEs on commercial strategy, Engineering and Product on feasibility and roadmap, and the Deployment / CS team on pilot execution and ongoing account work. While we've listed a few preferred locations, we're flexible as the role is remote. What matters most is your ability to overlap with EST hours and join us in NYC from time to time for in-person collaboration. WHAT YOU'LL OWN Enablement & demos - Build and maintain the demo environment and asset library (live demos, video assets, scenario flows) so the whole GTM team can sell accurately, and create demos and technical content for internal teams and external workshops and lounges. - Run demos built around the prospect's actual problems and data, across our Support, Shopping, Social, Reviews, and Voice agents and Siena Intelligence. - Train AEs and CSMs to demo, and assist with RFPs and security questionnaires. Pre-sales, POCs & trials - Lead live technical discovery: map the prospect's stack, answer "can it do X?" honestly, and propose solutions when the standard product doesn't fit. - Own multi-week POC / trial programs end to end: kickoff, integration connect, buildout, QA, troubleshooting, and final readout, with clean handoffs to Deployment. Integrations & post-sales builds - Scope integrations across the e-commerce CX stack, decide native-vs-custom, and build and test them yourself (custom actions, validated in Postman against live or sandbox endpoints). - Work in existing accounts alongside field deployment managers to scope new custom integrations and build new workflows as customer needs evolve. - Draft, scope, and price Statements of Work, and support pricing with the technical ROI and volume case (the AE owns commercial terms). Product feedback - Be the connective tissue across Sales, Engineering, Product, and CS: triage issues, file well-scoped Linear tickets, and bring concrete product gaps into roadmap reviews, grounded in real deals. WHAT YOU’LL NEED - Pre-sales experience. 3–5+ years as a Solutions / Sales Engineer (pre-sales) in B2B SaaS, with a track record of personally owning demos and POCs - Hands-on technical ability. Fluency with APIs, webhooks, and authentication methods; comfortable reading API docs, testing in Postman, and judging integration feasibility. You’ll need to be able to build - E-commerce CX stack breadth. Working knowledge of the ecosystem: Shopify plus helpdesks (Gorgias, Zendesk, Kustomer, Dixa, or similar), and adjacent tools for returns, subscriptions, reviews, loyalty, and post-purchase. Breadth across the stack matters more than depth in one tool. - Clear communication. The rare ability to explain AI and technical concepts clearly to a non-technical CX or commerce leader, and to write tight SOWs, RFP responses, and handoffs. - Self-direction. Comfort prioritizing across many simultaneous deals in a fast, small-team startup — and building your own process and leverage (including with AI tooling). BONUS POINTS - Hands-on experience configuring, prompting, or selling LLM / AI agent products. - Experience working with contact-center technology - Experience writing and pricing custom-integration SOWs, or a forward-deployed / implementation background. - Familiarity with the rapidly evolving AI CX landscape WHY SIENA? - Real ownership. You will own problems, not tasks, with the autonomy to solve them your way and the trust to do it without a manager in your inbox. - Work that ships and matters. What you build reaches real consumer brands fast. - A category we are creating. The Agent of Record is new ground, with unsolved problems and cutting-edge models, not a crowded field to compete in. - A team that respects your judgment. Globally distributed, async-first, low bureaucracy. We hire adults and treat you like one. - Great salary plus equity or stock grants. Own a piece of what you build. - Learning budget. If you are growing, so are we. - AI-fluency by default. Few places will push your work with production AI further or faster. OUR VALUES The people who thrive here are curious, customer-obsessed, and take ownership without being asked. They fix problems first and explain later. They're direct about feedback—both giving and receiving it—because they care more about getting things right than being polite. They maintain high standards while moving at startup speed, and they build real relationships with teammates because they know that's how great work gets done. When things get tough, they adapt and keep pushing forward. OUR APPROACH TO AI The people who thrive here treat AI like a natural extension of themselves. They've built their own ecosystem of agents - some for research, others for debugging, writing, analysis, or writing code. They know which AI works best for what problem. Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools. But the magic happens in how we share knowledge. Demo days where someone shows off a clever workflows. Slack threads about which model handles a specific use case better. Learning from each other's AI workflows. At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application. We use AI-assisted screening tools as part of our hiring process. All decisions are made by humans. You can request a human-only review at talent@siena.cx. Siena provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.