Head of Solutions Engineering

The role

You will lead and build the pre-sales and post-sales Solutions Engineering teams. You will own the professional services P&L and manage the technical lifecycle for enterprise merchants.

What you will do

• Lead, hire and coach a distributed team of pre-sales Solutions Engineers and Forward Deployed Engineers
• Lead discovery on key deals, build proofs of concept, review architectures and code
• Build operating cadence including OKRs, capacity planning and dashboards
• Partner with Account Executives on technical qualification, demos and solution design
• Handle technical objections, security reviews, integration reviews and RFP responses
• Define and productize standard deployment offers
• Lead custom deployments for complex merchants including integrations with order, warehouse and ERP systems
• Own the P&L of professional services including bookings, revenue, cost of delivery, utilization and gross margin
• Set pricing and packaging with Finance, Sales and RevOps
• Turn custom builds into templates, reusable actions or product updates

Required qualifications

• 10+ years in solutions engineering, solutions architecture, forward deployed engineering, professional services or technical consulting, ideally at a B2B SaaS company
• 5+ years leading customer-facing technical teams, ideally both pre-sales and post-sales
• Proven pre-sales leader who has helped win complex six and seven figure enterprise deals
• Professional services operator who has owned a services P&L
• Transformation leader who has built a scalable, productized deployment motion
• AI builder who has shipped LLM-powered agents, workflows or integrations into production
• Can write and review code in Python or JavaScript and TypeScript
• Can work with REST APIs, webhooks and SQL

Nice to have

• Ecommerce or CX tech experience: Shopify Plus, BigCommerce, Salesforce Commerce Cloud, Magento, helpdesks, OMS or WMS platforms
• Experience at an AI customer service company or with conversational AI
• Experience leading teams across North America, Europe and Latin America

Benefits

• 5-week vacation
• Paid sick leave
• Paid parental leave (16 weeks)
• MacBook or equivalent PC
• Health insurance with Sunlife and RRSP matching with Wealthable
• Up to $900 CAD to set up your workstation at home
• Up to $2600 CAD of learning material per year
• Online company-wide summit every quarter
• Offsite team retreats and company retreats once per year
• Access to premium AI tools (ChatGPT, Claude, Granola & others)

About the company

Gorgias is building a platform for Conversational Commerce using a unified AI agent. The company focuses on quality, experience, and re-engagement to turn brand interactions into relationships.