About Us

Certa is an emerging leader in the fast-growing Enterprise Workflow Automation industry with advanced “no-code” SaaS workflow solutions. Our platform addresses the entire lifecycle for Suppliers, Third Parties, and Partners — including onboarding, risk assessment, contract lifecycle management, and ongoing monitoring.
Certa offers some of the most automated and ridiculously configurable solutions in the customer and counterparty KYC & AML space. We bring together Procurement, Sales, Compliance, Legal, InfoSec, Privacy, and other business functions through collaborative workflows, automated risk scoring, and continuous monitoring for key shifts in circumstance.
Our data-agnostic, open-API platform integrates with 80+ (and growing) data and technology partners, enabling customers to take a best-in-class approach while eliminating swivel-chair processes.

Role Overview

As a Support Engineer, you will be a key member of Certa’s Support organization, responsible for ensuring the stability, reliability, and correct usage of the Certa platform.
This role combines strong platform configuration knowledge with a true Support operating model. You will troubleshoot issues, answer “how do I” questions, and diagnose configuration or integration problems — without owning ongoing implementation or change delivery.
Support Engineers who demonstrate strong technical capability, sound judgment, and customer-facing maturity may, over time, have opportunities to progress into Managed Services or Solution Architect roles, based on business need and demonstrated readiness.

Responsibilities

Customer Support & Issue Resolution

• Act as a primary point of contact for customer support requests via Certa’s support portal
• Investigate, troubleshoot, and resolve break/fix issues, user errors, and “how do I” questions
• Diagnose workflow, data model, and configuration-related issues without performing ongoing configuration changes on behalf of customers
• Communicate clearly and professionally with customers throughout the ticket lifecycle

Configuration & Platform Expertise

• Develop and maintain strong understanding of Certa configurations, workflows, and data structures
• Review existing configurations to identify root causes of issues or unexpected behavior
• Validate configurations in test environments when diagnosing issues
• Provide configuration guidance and best-practice recommendations to customers

Incident & Escalation Management

• Triage incoming tickets, assess severity, and assign appropriate priority
• Manage tickets in accordance with defined SLAs for response and resolution
• Escalate complex issues to Product or Engineering with clear reproduction steps and documentation
• Coordinate internally to ensure timely resolution and customer communication

Support vs Managed Services Alignment

• Clearly distinguish between Support activities and Managed Services or change requests
• Identify when a request requires net-new configuration, enhancement, or redesign
• Route out-of-scope requests through Customer Success or Managed Services for proper scoping
• Reinforce boundaries to protect platform stability and delivery predictability

Documentation & Knowledge Sharing

• Document issues, resolutions, and common patterns in internal knowledge bases
• Contribute to customer-facing support documentation and FAQs
• Share insights on recurring issues or friction points with Product and Engineering teams

Continuous Improvement

• Identify trends in support issues and suggest platform or process improvements
• Stay current on new Certa features, releases, and configuration capabilities
• Participate in ongoing training and enablement

Requirements

• 1–3 years of experience in a Technical Support, Application Support, Solutions Engineer, or Implementation Support role within a SaaS environment
• Strong understanding of SaaS configuration concepts (workflows, data models, permissions, logic)
• Ability to troubleshoot configuration and integration issues methodically
• Exposure to APIs, RESTful services, and JSON preferred
• Experience working in ticket-based, SLA-driven support models
• Strong written and verbal communication skills
• Bachelor’s degree preferred (Engineering or equivalent a plus)

Nice to Have

• Experience supporting enterprise customers
• Exposure to ERP or third-party system integrations
• Familiarity with workflow automation, risk, compliance, or KYC platforms

Skills & Attributes

• Curious, analytical mindset with a desire to understand complex systems
• Calm and structured under pressure
• Strong sense of ownership and accountability
• Comfortable working within defined processes and boundaries
• Collaborative and team-oriented