Solution Engineer

About Us:

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. Founded in 2008, DistillerSR is the world’s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research.

DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market. At DistillerSR, we have three core values: Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world-leading solutions that power their important work.

Scope of the Role:

In this multifaceted role, the Solution Engineer serves as the functional and technical lead for DistillerSR solution project delivery and ongoing customer success initiatives. The Solution Engineer is an exceptional communicator and possesses competencies in business analysis, software configuration, quality assurance, documentation, account management, and client relationship management. As a Solution Engineer, you will be an integral part of providing the highest quality of service to our global network of customers, ensuring long-term product adoption and success.

Duties & Responsibilities:

• Act as a trusted technical advisor, providing expert guidance and hands-on assistance in deploying, managing, and optimizing our software solutions.
• Build and maintain strong relationships with assigned named accounts to drive long-term customer success and value.
• Manage multiple projects, accounts, deadlines, and milestones over extended project durations.
• Facilitate and lead requirements-gathering workshops and document solution designs.
• Guide the configuration of DistillerSR software solutions to employ best practices that will enable customers to successfully maximize adoption, ensuring they get the highest level of value from the product.
• Configure DistillerSR to satisfy client-specific business processes, rules, and functional requirements.
• Lead business requirements for integration, data conversion, and complex business logic.
• Verify fully configured solutions to ensure expected results and alignment with customer objectives.
• Support client User Acceptance Testing, issue triage, and resolution during solution delivery.
• Design and implement AI driven workflows within DistillerSR and LLMs.
• Provide ongoing knowledge transfer to client project team members throughout the project lifecycle.
• Analyze customer usage data to identify opportunities for increasing product adoption and optimizing business processes.
• Conduct regular customer check-ins to ensure customer satisfaction, identify risks, and develop action plans to mitigate churn.
• Track, communicate, and escalate critical client concerns internally while mobilizing resources to find solutions.
• Conduct quarterly ROI meetings with customers to assess value delivered and identify areas for improvement.
• Collaborate cross-functionally with Sales, Marketing, Product Development, and other departments to drive product adoption and revenue protection.
• Act as the highest level of expert on the product internally, and advise other departments when they need a deep understanding of an issue.
• Maintain expertise in DistillerSR's product and domain offerings; work closely with the product team to advocate for customer-driven product decisions.
• Participate in continuous improvement initiatives and assist with drafting services-related policies, procedures, and work instructions.
• Identify opportunities for product expansion within customer accounts and pass those on to the Account Executives if additional licensing is needed to support it.
• Ensure customer satisfaction through product knowledge, technical expertise, responsiveness, and professionalism.
• Ability to travel internationally, up to 15% of the time.

Requirements

Required Qualifications:

• University degree or college diploma with a concentration in Computer Science, Information Systems, Business, Commerce, or equivalent experience.
• Minimum of two years of relevant experience in software implementation, consulting, or account management.
• Excellent communication, presentation, facilitation, time management, and interpersonal skills.
• Strong technical skills, including an understanding of API, LLM, & MCP technologies
• Strong client relationship skills with a proven ability to manage expectations and drive adoption.
• Experience defining and documenting business processes and transaction flows.
• Experience configuring business logic in a web-based platform (no programming skills required).
• Working knowledge of the software delivery life cycle.
• Experience conducting quarterly business reviews or ROI assessments with customers.
• Demonstrates professionalism in a customer-facing role.
• Strong cross-functional collaboration skills 
• Well-developed computer skills, including proficiency with Microsoft Office and Google Workspace tools.

Preferred Qualifications:

• Experience with Python and APIs, scripting (Python, JavaScript, XML, JSON) or automation tools.
• Previous experience in a SaaS or software development environment.

Compensation

Salary Range: $79,000 to $91,000

Compensation is determined based on factors such as experience, skills, and overall fit for the role. If you’re excited about the opportunity but the listed salary range doesn’t fully align with your expectations, we still encourage you toapply. We’re open to discussing a competitive package that reflects your background and expertise.

Benefits

We're a dynamic and innovative B2B SasS firm who leads in our market and we're looking for agile, growth-minded individuals who want to join and make a positive impact doing purposeful work. We offer:

• Flexible work hours and work arrangements
• Benefits coverage from Day One
• Annual winter holiday shutdown
• Three weeks vacation
• Wellness reimbursement
• Professional development support
• Career growth opportunities
• Great culture working in the heart of the Kanata North Tech Park

As part of our recruitment process, we may utilize artificial intelligence tools to support or assist the review of applications. These tools may help us identify candidates whose qualifications best match job requirements.

DistillerSR Inc. is committed to providing a respectful, welcoming, and inclusive work environment where every single employee can bring their full self to work, thrive, and be successful. Please let us know if you need any accommodation during the recruitment process.