Solutions Engineer / Technical CSM

🏔️ About Sierra Studio

When you apply to Sierra, you join an ecosystem. We specialize in connecting talented Brazilian professionals with exciting career opportunities in a highly-vetted small community of growing companies in the US. Applying to Sierra seamlessly integrates you into this ecosystem, granting automatic eligibility for all relevant opportunities we offer.

💼 About Our Hiring Partner

Our hiring partner is a fast-growing, fully bootstrapped SaaS company in the e-commerce space. They build loyalty, memberships, and cash back infrastructure exclusively for Shopify brands — helping online stores increase customer lifetime value and retention. The company is ~20 people, fully remote, and scaling quickly.

🛠️ About the Role

This is a technical, customer-facing role sitting at the intersection of solutions engineering and customer success. You'll work directly with Shopify brands using the platform — helping them get set up, succeed, and grow. It's not a traditional CSM role: you'll be expected to understand how the product works under the hood, troubleshoot integrations, and get into the weeds with customers when things get technical.

There are two tracks within this role, and we're open to both. You'll share your preference during the process:

⤷ Onboarding Track — You own the new customer journey end-to-end. You receive newly signed brands, understand their setup, and get them live on the platform. You're organized, process-driven, and love the feeling of a clean handoff.

⤷ Ongoing Support Track — You manage a book of active brands (~100–150). You're in their Slack channels, answering technical questions, jumping on calls when integrations break, and being the reliable person they count on. You're reactive by nature but strategic about it.

What You'll Do

• Onboard new Shopify brands or manage ongoing relationships depending on your track

• Troubleshoot technical issues: API calls, custom JavaScript, integration errors

• Be the internal voice of the customer — flag patterns, suggest improvements

• Collaborate with the engineering team when issues need escalation

• Document solutions and build resources that reduce repeat questions

• Help shape the customer success culture as the team grows

What We're Looking For

• Experience in a customer-facing technical role — solutions engineering, technical CSM, implementation, or similar

• Comfortable reading and writing basic code (JavaScript, API calls) — you don't need to be a full engineer, but you can't be afraid of a curl command

• Experience with Shopify or e-commerce SaaS is a strong plus

• Excellent written English — most communication is async, in Slack

• Startup mindset: scrappy, collaborative, no ego, willing to jump in wherever needed

• Self-directed — you manage your own book of business without hand-holding

Compensation

$3000–$6000 USD/month, depending on experience and track.

Benefits

• Payroll Cycle: Monthly

• PTO: 30 days per year

• Vacation Bonus (Adicional de Férias or Abono de Férias)

• Employee receives 133% of their standard salary during vacation and is paid to employees with at least 12 months of service when they take vacation.

• Sick Leave: 15 days

• Annual 13th Month Salary Pay

• National Public Holidays Off (variable by region): 12

• Social Insurance (INSS) which includes

• Public Healthcare

• State Pension Fund - RGPS

• Meal Voucher (via Flash Benefícios)

  • R$40 per business day, prorated based on days worked

• Attendance Bonus (Prêmio de Boa Permanência):

  • R$110.00/month added to food card if employee has no absences that month

• CBA/Union Bonus (Profit Sharing) Participação nos Lucros e Resultados (PLR)

  • R$351.60 a year. Employees with 12 months of service receive the full amount, otherwise it is prorated. Paid in March and August

• Life Insurance