Certa is the AI-first third-party operating system. Enterprises, from the Fortune 500 to rapid-growing startups, use our no-code platform to onboard, assess, and monitor their vendors, suppliers, and partners across risk, compliance, and ESG. We have processed over 10 million entities for 100,000+ users across 120+ countries, and are backed by Fin Capital, Vertex Ventures, and Point72 Ventures.
Role Overview
As a Solution Engineer (Post-Implementation), you'll be a key member of Certa's Support organization, responsible for the stability, reliability, and correct usage of the Certa platform. You'll troubleshoot issues, answer "how do I" questions, and diagnose configuration or integration problems - without owning ongoing implementation or change delivery. Strong performers may, over time, progress into Managed Services or Solution Architect roles based on business need and demonstrated readiness.
Note: This role requires alignment with U.S. Pacific Time business hours.
What You'll Do
Resolve customer issues:
Act as a primary point of contact via Certa's support portal - investigating, troubleshooting, and resolving break/fix issues, user errors, and "how do I" questions, with clear, professional communication throughout the ticket lifecycle.
Diagnose configurations: Maintain deep knowledge of Certa configurations, workflows, and data structures; review and validate configurations in test environments to find root causes; and provide best-practice guidance - without performing ongoing configuration changes on customers' behalf.
Manage incidents & escalations: Triage and prioritize incoming tickets, manage them to defined SLAs, and escalate complex issues to Product or Engineering with clear reproduction steps and documentation.
Protect scope & stability: Distinguish Support work from Managed Services and change requests, and route out-of-scope or net-new configuration needs through Customer Success or Managed Services to protect platform stability and delivery predic
📌 Solution Engineer (India)
🏢 Certa
📍 India