Client Integration & Support Engineer

Position Overview

As a Client Integration & Support Engineer, you'll play a key role in ensuring a smooth client experience by handling the technical components of onboarding and ongoing support. This role sits within our Engineering Team and works closely with our Client Success team.

A critical part of the role involves helping client-side data, finance, and pro bono teams understand how their data maps to our system—offering guidance on formatting, best practices, and automation strategies for ongoing nightly file uploads. You’ll also be responsible for validating inbound data for accuracy and consistency, as well as integrating with client systems such as SAML, SFTP servers, REST APIs, and other third-party services to establish and maintain secure, reliable integrations between client systems and our platform.

Key to this role is supporting clients’ technical implementations of Paladin’s SaaS platform, from planning and requirement gathering to execution and quality assurance. You will be the first point of contact on clients’ technical questions and platform issues, escalating issues and seeing them through to resolution and ensuring proper communication.

Key ResponsibilitiesTechnical Support and Implementations

• Facilitate the technical setup and configuration of our SaaS platform for new clients, focusing on seamless integrations such as SAML SSO, SFTP, and API integrations.
• Support the Client Success Managers on planning, execution, and quality assurance of client implementation projects, ensuring client timelines and requirements are met.
• Act as the first point of contact regarding technical questions or platform issues experienced by clients. Be able to troubleshoot technical issues and either bring them to resolution or escalate to the engineering team.
• Maintain clear and consistent communication with stakeholders to provide updates and gather feedback throughout the implementation and support processes.

Ideal Work Experience and Skills

• Minimum of three years experience working within a support engineering role at a B2B SaaS Company.
• Excellent project management expertise and experience, with proven ability to manage multiple projects at a time while maintaining sharp attention to detail and deadlines.
• Strong communication skills, adept at both written and verbal interactions with technical and non-technical stakeholders.
• Proactive and adaptable, able to thrive in a fast-paced, high-growth environment.
• Experience troubleshooting technical with clients and supporting technical integrations, including SFTP, SAML SSO / OAuth, and REST APIs.
• Familiarity with PostgreSQL or other relational databases
• Familiarity with issue tracking and planning software like Shortcut, Trello, Asana, or Jira.
• Excellent collaboration and teamwork skills, with the ability to work independently and take initiative in driving projects and solutions.

Nice to Have

• Software development experience using Python and PostgreSQL
• Proficient in using data analysis and BI tools such as Metabase, Tableau, or Mixpanel.
• Strong analytical and problem-solving abilities, capable of navigating data sets to fulfill internal data requests.
• Experience with technical monitoring tools like DataDog, Sentry, or BugSnag.

Our Website

Find us at: Joinpaladin.com

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Describe your experience working with customer provided data sets - for example a CSV export of multiple tables. What steps would you take to validate the files for validity, accuracy, and data integrity to prepare them for ingestion?
• What interests you most about this role and our company? Why do you believe it’s a good fit for your skills and goals?
• Suppose a nightly file upload suddenly starts failing. The client insists nothing changed on their end. Walk me through your process for identifying the root cause.

Work Location: Remote