Head of Solutions Engineering

As Head of Technical Solutions, you will own the technical side of Gorgias for enterprise merchants, from the first demo to production. You will lead both the pre-sales and post-sales Solutions Engineering teams, make sure what is sold can be delivered, and turn forward deployed engineering into a scalable, profitable professional services business. This is a player-coach role reporting to the COO.

Responsibilities

Lead, hire and coach a distributed team of pre-sales Solutions Engineers and Forward Deployed Engineers; Stay hands-on by leading discovery on key deals, building proofs of concept, reviewing architectures and code, and debugging at-risk deployments; Build the operating cadence with OKRs, capacity planning, engagement reviews and dashboards; Own the technical win on Enterprise and Named deals with Account Executives; Build mutual close plans, handle technical objections, security reviews, integration reviews and RFP responses; Drive enterprise win rate and deal velocity; Define and productize standard deployment offers; Lead custom deployments for complex merchants, including integrations with order, warehouse and ERP systems; Own the handoff from pre-sales to post-sales; Decide where capacity goes and set eligibility rules for customers; Drive measurable outcomes on covered accounts; Own the P&L of professional services, including bookings, revenue, cost of delivery, utilization and gross margin; Own pricing and packaging with Finance, Sales and RevOps; Enable Account Executives, Implementation Managers and CSMs; Productize custom work into templates, reusable actions and playbooks; Automate the team's work using AI coding tools, agents and evals; Represent Gorgias with leaders at enterprise brands

Requirements

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, with a record of hiring and growing strong engineers and managers; 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 or a large part of it, including pricing, packaging, utilization and gross margin; Transformation leader who has built a scalable, productized deployment motion; AI builder who has shipped LLM-powered agents, workflows or integrations into production and tested them with evals and real data; Able to write and review code in Python or JavaScript and TypeScript, and work with REST APIs, webhooks and SQL; Commercially sharp, connecting technical work to revenue, retention and margin; Calm and clear with customers, comfortable presenting to an enterprise COO and debugging with engineers; Energized by ambiguity and writes down how things work

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; RRSP matching with Wealthsimple; Up to $900 CAD to set up a home workstation; Up to $2600 CAD of learning material per year; Quarterly company-wide online summit; Annual offsite team and company retreats; Access to premium AI tools (ChatGPT, Claude, Granola and others) and an annual L&D budget