Job Description

TITLE: Solutions Engineer

REPORTING TO : Chief Revenue Officer / Co-Founder

PREFERRED LOCATION : Playa Vista, CA (On-Site)

Who The Flip Is Flip?

Ever have a bad experience calling customer service? We're changing that!

Flip replaces old customer service phone robots with a modern voice AI experience for over 200 of your favorite brands on the planet. We support companies within eCommerce and Transportation and have another vertical in incubator stages. Our software talks to millions of people weekly and has helped 200M+ callers so far.

Our growth is inevitable as only 1% of companies have adopted this technology today and yet everyone agrees it is obvious. We aim to lead this change and focus on winning within our verticals, one at a time.

Flip is a profitable, fast-growing and a well-funded 30-person startup. We are in-office, with spaces in NYC, LA, and the UK. Our team is the most important and best thing we’ve built.

About the Role

We’re hiring our first Solutions Engineer (SE) to bridge the technical gap between Sales, Customer Success, and the customer with one primary goal: converting as many trials and proof-of-concepts (POCs) as possible.

At Flip, prospects evaluate our AI-powered voice automation in a phased approach:

1. Discovery & Demo – Customers see Flip’s capabilities
2. Call Listening & Analysis ("Listen Mode") – Flip collects and transcribes customer service calls to assess automation opportunities
3. Trial (Automation Turned On) – Flip begins handling live calls for a period to measure real-world performance
4. Full Rollout (Paid Contract) – The customer commits based on trial results

Your role is to ensure the technical success of each phase, remove blockers, and maximize trial conversions by making Flip’s AI work seamlessly in real-world customer environments. You will work closely with AEs, CSMs, and engineering to ensure smooth integrations and successful POCs.

What you’ll do

• Pre-Sales & POC Readiness (Demo & Call Analysis)
• Partner with AEs to assess technical feasibility and address integration questions
• Join sales calls when needed to answer the most technical integration questions
• Ensure Listen Mode (call data analysis) is correctly configured for accurate insights
• Support custom demo environments when necessary (AEs own standard demos)
• Trial Execution & Conversion (Automation Turned On)
• Own the technical setup of trials—ensuring AI automation, telephony, and CRM/OMS integrations work
• Work directly with customer IT teams to troubleshoot integration issues
• Act as the technical bridge between Sales, CS, and the customer to ensure trial success
• Identify common trial friction points and improve internal processes to boost conversion rates
• Handoff & Expansion Support
• Transition successful trials to CSMs for full implementation
• Remain available for high-impact technical escalations but not day-to-day post-sale support
• Support expansion opportunities requiring deep technical validation

What You Bring:

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience)
• 3–5 years of experience in a Solutions Engineering, Pre-Sales Engineering, or Technical Support role within a software company
• Strong understanding of software development, system architecture, APIs, cloud technologies, and integrations
• Experience with customer-facing roles and a proven ability to communicate technical information to non-technical stakeholders
• Proficiency in one or more programming languages (e.g., Python, JavaScript, Java) and software tools
• Familiarity with SaaS solutions, cloud platforms (AWS, Azure, GCP), and modern web technologies
• Experience with databases (SQL/NoSQL), data integration, and RESTful APIs
• Excellent problem-solving skills and the ability to manage multiple projects simultaneously
• Strong communication, presentation, and documentation skills

Preferred Qualifications:

• Experience with enterprise software solutions and B2B sales processes
• Familiarity with DevOps, CI/CD pipelines, and containerization technologies (Docker, Kubernetes)
• Experience with customer relationship management (CRM) tools such as Glady, Salesforce or HubSpot
• Certifications in cloud technologies (e.g., AWS, Azure) or relevant industry certifications

Bonus:

• Customer-focused with a passion for solving complex technical problems.
• eCommerce CX expertise

This description may vary depending on the company's specific product offerings, culture, and requirements. It outlines the general responsibilities and skills for a mid-level Solutions Engineer in the software industry.

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