Technical Solutions Engineer [INTERNAL APPLICANTS ONLY]

About the Role [Only current employees of Innovative will be considered at this time]

The Technical Solutions Engineer serves as a technical subject matter expert (SME) for Innovative's products and technology platform and acts as the primary point of technical support for both external clients and internal stakeholders. To be successful in this role, you will possess  advanced product knowledge within the regulatory risk/compliance space, have strong analytical and problem-solving skills, and the ability to collaborate effectively across engineering, product management, and client-facing teams. Key responsibilities include providing expert guidance during onboarding, diagnosing and resolving complex technical issues, and ensuring seamless integration and support. Limited travel may be required.

Location: Innovative Location, hybrid/remote will be considered
Department: Product Management

Key Responsibilities

Pre-sales Support

• Participate in the pre-sales process, i.e. attending prospect demos to develop a common understanding of the customer needs and opportunities, proactively driving a more effective solutions design.

• Support the RFP process to properly address and respond to technical questions.

Customer Support & Problem Resolution

• Serve as the initial point of technical support prior to escalation to engineering teams.
• Deliver real-time troubleshooting through screen-sharing sessions with customers and internal stakeholders.
• Analyze complex issues, identify root causes, and coordinate with relevant teams to ensure timely resolution.

Technical Expertise & SME Role

• Maintain comprehensive knowledge of the FinScan platform and associated products.
• Participate in onboarding calls as a product SME and provide support to Professional Services during implementation.

Cross-Functional Collaboration

• Communicate technical requirements and specific requests to engineering and product management teams.
• Act as an auxiliary resource during critical engineering deployments or product releases when necessary.

Coding & Integration Support

• Apply foundational coding knowledge to assist with troubleshooting and minor technical tasks.
• Support API integrations and configuration adjustments as required.

Customer Experience

• Engage directly with customers to resolve complex product issues and assist Technical Customer Experience (TCX) teams in troubleshooting.
• Deliver exceptional customer service by ensuring timely and effective resolution of issues within established SLAs.
• Foster strong client relationships through responsiveness and technical expertise.

Required Skills & Qualifications

• Minimum of 5 years of experience working with the FinScan platform or 7 years in a similar technical role.
• Exceptional customer service and communication skills.
• Proven ability to troubleshoot issues in real time using collaborative tools.
• Coding proficiency with at least one programming or scripting language to support scripting, API calls, and other  technical tasks.
• Hands-on experience debugging API’s, etc.
• Strong analytical and problem-solving skills for complex issue resolution.
• Experience collaborating with engineering, product, and customer success teams.
• Ability to coach and train junior associates on product functionality.
• For non-U.S.-based candidates: availability during EU support hours and periodic alignment with U.S. time zones for meetings.

Preferred Qualifications

• Experience with AML/KYC compliance solutions or financial technology platforms.
• Familiarity with data security and regulatory standards (FATF, BSA, GDPR).
• Prior experience in a senior technical support or solutions engineering role.

Core Competencies

• Technical adaptability and resourcefulness.
• Customer-centric mindset with strong interpersonal skills.
• Ability to manage multiple priorities and perform effectively under pressure