PST WORKING HOURS
About Avantpage
Avantpage develops technology-enabled language solutions that help healthcare organizations, government agencies, and other mission-driven institutions communicate effectively with multilingual communities across the United States. We combine language expertise, technology, and an understanding of complex, regulated environments to make critical information more accessible.
About the Role
We are looking for a technically grounded, client-focused Customer Solutions Engineer to guide customers through the technical side of their journey, from early discovery and solution recommendations through onboarding and go-live.
You will be the bridge between customers, Business Development, Client Services, Operations, Product, Development, and Technical Support. You will learn our products and integration options deeply, help customers and internal teams understand what is possible, and turn business needs into clear technical requirements and next steps.
This is not a software development or platform architecture role. You will not be expected to build integrations yourself. You will, however, need enough technical fluency to discuss APIs with customer technical teams, troubleshoot at a conceptual level, distinguish a standard setup from a customization or larger development effort, and route work to the right internal team with the right context.
What You'll Own
Technical Discovery & Solution Guidance
- Join Business Development in early customer conversations and remain involved when technical discovery is needed.
- Understand the customer’s business goals, workflow, systems, constraints, and technical audience.
- Explain available products and integration approaches, including API- and file-based options, at the right level of detail for technical and non-technical stakeholders.
- Recommend the best-fit approach within Avantpage’s existing capabilities and clearly communicate assumptions, dependencies, limitations, and trade-offs.
- Recognize whether a request is likely a standard configuration, a minor customization, or a larger development effort, and surface that distinction early to the internal owner of the customer relationship.
Technical Onboarding & Implementation Coordination
- Own the technical workstream from discovery through setup, validation, and go-live, in partnership with the business owner responsible for onboarding.
- Gather and document requirements, data flows, user needs, expected behaviors, dependencies, and acceptance criteria.
- Translate customer requests into clear specifications, diagrams, and handoffs that Product, Development, Technical Support, and other internal teams can act on.
- Coordinate account setup, roles, access, integration inputs, testing, and issue resolution with the appropriate internal teams.
- Track open technical items, identify risks early, maintain continuity across handoffs, and ensure the customer receives a working solution aligned with what was agreed.
Cross-Functional Translation & Escalation
- Serve as the central technical connector so Business Development, Operations, and customers do not need to navigate multiple technical teams or relay fragmented information.
- Bring Product and Development the customer context, business importance, desired outcome, and technical detail needed to evaluate a request.
- Route work to the right owner and escalate platform architecture, roadmap, build-vs.-buy, or high-complexity development decisions to Product leadership.
- Communicate candidly and precisely. Avoid overpromising, clarify what is known versus what requires validation, and keep both technical and business stakeholders aligned.
- Capture recurring needs and lessons to improve discovery questions, onboarding workflows, product documentation, and reusable technical playbooks.
What You Bring
- 3+ years of experience in solutions consulting, solutions engineering, technical implementation, integration consulting, technical account management, or a similar client-facing technical role.
- Hands-on experience working with APIs and system integrations, including authentication concepts, requests and responses, common data formats, and basic troubleshooting.
- Ability to read and understand simple code or scripts and to write a basic script in at least one programming language. This role does not require production-level software development.
- Experience gathering business and technical requirements and translating them into clear documentation, workflows, diagrams, or implementation tasks.
- Ability to learn a software product deeply enough to recommend the right configuration or integration path and identify when development is likely required.
- Strong client-facing judgment and communication: you can explain technical topics clearly, ask direct questions, and build trust without speaking beyond your knowledge.
- Fluent professional English for customer discovery, technical conversations, documentation, and collaboration with U.S.-based stakeholders.
- Availability to work a schedule aligned with U.S. Pacific Time.
Especially Valuable Experience - B2B SaaS, workflow platforms, API products, technology-enabled services, or customer-facing software implementations.
- Using tools such as Postman or similar API clients to test and troubleshoot integrations.
- Working with REST APIs, JSON, XML, webhooks, SFTP/FTP, authentication methods, or data exchange workflows.
- Supporting both pre-sale technical discovery and post-sale onboarding or implementation.
- Creating solution diagrams, technical specifications, implementation guides, or reusable enablement materials.
- Supporting U.S.-based customers as part of a distributed, multicultural team. Localization industry experience is welcome but not required.
What We Offer
- Remote work from anywhere in Latin America.
- A vibrant multicultural team across the Americas and Europe.
- Professional growth in technology-enabled language solutions.
- Training in our products, integrations, tools, and processes.
- A collaborative, empathetic, and practical work culture.
