[Hiring] Solutions Engineer @New Law Business Model

Role Description

This Solutions Engineer role independently troubleshoots, maintains, and improves the technology and systems that power Accelerator. You’ll investigate complex technical problems, determine root causes, test and implement solutions, document the work, explain technical concepts clearly, and help create repeatable solutions that reduce recurring issues over time.

You are a systems navigator, technical troubleshooter, educator, and client advocate who gets the details right while meeting overwhelmed users with patience and clarity. This role requires ownership, curiosity, patience, and a genuine desire to help people succeed—not simply close tickets.

What You’ll Do

• Pillar 1: Member Support, Troubleshooting & Education
  • Own complex technical troubleshooting from discovery through resolution, including root-cause analysis, testing, implementation, documentation, and follow-through.
  • Meet members where they are technically, turning complex issues into clear, approachable guidance through Loom, email, phone, or whatever channel works best.
  • Help members understand not just what to do, but why it matters, so they feel confident handling similar situations in the future; coordinate with external partners and maintain full accountability through resolution.
• Pillar 2: Accelerator Platform & Systems Operations
  • Administer and support the Accelerator technology environment across GoHighLevel, HubSpot, Asana, and connected systems, including the relationships between HubSpot firms, orders, contracts, Asana implementation projects, and Accelerator member accounts.
  • Complete approved account builds, updates, pauses, reactivations, migrations, and technical closeout tasks while troubleshooting workflows, pipelines, calendars, forms, permissions, and settings.
  • Investigate deliverability, phone/SMS, domains, DNS, integrations, and data issues; maintain accurate records and provide bounded support for related legacy platforms as assigned.
• Pillar 3: Quality Assurance, Integrations & AI-Assisted Work
  • Use AI thoughtfully and approved integration tools to investigate issues, interpret errors, and complete member requests.
  • Verify recommendations and changes against actual system settings, reliable documentation, and realistic test scenarios.
  • Investigate APIs, webhooks, authentication, logs, and field mappings; coordinate complex development needs, document results and limitations, and protect confidential member information.
• Pillar 4: Documentation, Knowledge Sharing & Improvement
  • Learn, document, and progressively take ownership of recurring technical processes.
  • Document technical knowledge so teammates can work confidently and apply repeatable solutions.
  • Identify patterns across recurring technical issues and recommend repeatable fixes, documentation, automation, or product improvements.

Qualifications

• Hands-on experience administering and troubleshooting GoHighLevel and HubSpot across multiple accounts, including workflows, order forms, contracts, client records, and support tickets.
• Understanding of workflows, pipelines, snapshots, calendars, forms, permissions, account configuration, and the dependencies between shared systems and firm-specific customizations.
• Patient, compassionate teacher who explains technical concepts in plain language and can guide clients through solutions over Loom or Zoom.
• Understanding of APIs, webhooks, authentication, JSON, logs, data mapping, email, phone/SMS, DNS, and calendar integrations; responsible use of AI, documentation as you go, sharing knowledge, and owning follow-through.
• Helpful additional experience includes law-firm or professional-services operations, estate planning, Keap, Lawmatics, Make, Zapier, n8n, data migrations, reconciliation, or light JavaScript, TypeScript, or Python.

Requirements

• Position Type: Full-Time, Non-Exempt (W2) 40 Hours / Week
• Hourly Base Wage: Pay Rate: $40.87–$45.67 ($85,000 – $95,000 / annualized)
• Starting base pay is determined by factors including geographic location, applicable experience, skills, and internal equity.
• Non-exempt employees are eligible for overtime pay in accordance with applicable federal, state, and local laws.
• Requires minimum (4) hours core schedule to overlap with Pacific Time (e.g., 9:00 AM – 1:00 PM PT)

Benefits

• 100% Remote Work at a Profitable, Growing Company
• Recession-Proof Industry, Product, and Audience
• Comprehensive Benefits Package (Health, Dental, Vision)
• 401K Retirement Program
• Flexible Paid Time Off
• Opportunities for Career Growth and Leadership Development
• Be Part of a Mission-Driven Company Transforming the Legal Industry