Position Summary

We are seeking a Customer Solutions Engineer to help customers successfully deploy, adopt, and maximize the value of our software platform. This role combines technical implementation, customer success, support engineering, and automation. As the primary technical point of contact for customers, you will lead software deployments, troubleshoot technical issues, and help customers achieve their business goals on our platform. You will work closely with customers, Consultants (Data Scientists), and Engineering to ensure successful implementations and translate customer requirements into technical solutions. This role requires exceptional communication skills, strong technical aptitude, and the ability to collaborate across customer, consulting, and engineering teams worldwide. Customers may be located across North America, Europe, Asia, and the Middle East, so you must build trusted relationships, communicate clearly across cultures, and work effectively across time zones.

Location & Eligibility

This position is open to candidates located in Canada only. Ottawa, Ontario is preferred, but the role can be performed fully remotely from anywhere in Canada. Applicants must be legally authorized to work in Canada; visa or work-permit sponsorship and relocation from outside Canada are not available for this role.

Compensation & Benefits

Base salary range: $115,000–$142,000 CAD. Eligible for the company health and dental benefits plan. The exact salary offered within this range is determined by the candidate’s experience and skill level.

Why Join Us

At Woodway Assurance, you'll have the opportunity to work at the forefront of privacy-enhancing technologies, artificial intelligence, and modern cloud-native software development. Our solutions help organizations extract value from data while protecting privacy, enabling impactful research and analytics across healthcare, government, and commercial sectors.

What You'll Gain

• Meaningful Impact – Work directly with customers and help them successfully deploy and use innovative technology to solve important problems.
• Cutting-Edge Technology – Gain hands-on experience with modern AI frameworks, cloud platforms, automation tools, and a rapidly evolving technology stack.
• Cross-Functional Collaboration – Partner with customers, Data Scientists, Engineers, and Product leaders to deliver successful outcomes and shape future product capabilities.
• Professional Growth – Develop expertise across customer-facing consulting, software engineering, cloud operations, and applied AI in a role with broad scope and significant ownership.

Our Culture

We value technical excellence, customer empathy, clear communication, and a commitment to continuous improvement. We are looking for individuals who enjoy solving complex problems, collaborating across disciplines, and helping customers achieve success.

Key Responsibilities

Customer Deployments & Implementations

• Lead the deployment and configuration of software in customer environments.
• Develop implementation plans and guide customers through onboarding.
• Create deployment documentation, checklists, and operational runbooks.

Automation & Scalability

• Design and maintain automated deployment and upgrade processes.
• Develop scripts, tools, and workflows to reduce manual implementation effort.
• Contribute to CI/CD and deployment automation initiatives.

Customer Support & Technical Problem Solving

• Serve as a technical escalation point for customer issues.
• Diagnose and resolve application, configuration, infrastructure, and cloud-related problems.
• Work closely with Engineering teams to investigate and resolve product defects.
• Communicate issue status, root causes, and resolutions clearly to customers.

Customer Engagement & Consulting Support

• Collaborate with Consultants (Data Scientists) to support customer engagements and project delivery.
• Provide technical expertise related to software deployment, configuration, infrastructure, and integrations during customer projects.
• Translate customer technical requirements into actionable implementation plans.

Customer Success & Enablement

• Build trusted relationships with customer stakeholders and technical teams.
• Provide guidance, training, and best practices to maximize value from the platform.

Cross-Functional Collaboration

• Act as a trusted technical advisor to customers and an essential liaison between customers, Consultants, and Engineering.
• Gather and communicate customer requirements, enhancement requests, and product feedback.
• Champion continuous improvement by identifying recurring customer challenges and opportunities for product enhancements.

Technical Environment

You will work across a modern AI and cloud-native technology stack that includes:

• Docker
• Python
• FastAPI
• LangChain
• Langfuse
• AWS
• Microsoft Azure
• Google Cloud Platform (GCP)
• Polars
• Julia
• Claude Code and AI-assisted development tools
• Large Language Models (LLMs)
• CI/CD and deployment automation technologies

Required Qualifications

• 3+ years of experience in Solutions Engineering, Implementation Engineering, Customer Success Engineering, Technical Support Engineering, DevOps, Software Engineering, or a related field.
• Experience working directly with customers in a technical capacity.
• Strong Python development and troubleshooting skills, including writing automation scripts and operational tooling.
• Experience deploying and supporting containerized (Docker) applications on at least one major cloud platform (AWS, Azure, or Google Cloud Platform).
• Hands-on experience administering and troubleshooting Linux-based systems across diverse environments.
• Ability to diagnose and resolve issues across application, infrastructure, networking, and cloud environments.
• Exceptional verbal and written communication skills, including the ability to explain complex technical concepts to both technical and non-technical audiences.
• Comfortable collaborating across multiple time zones and supporting occasional off-hours meetings with international customers.
• Must be located in Canada and legally authorized to work in Canada (Ottawa preferred; remote within Canada accepted).

Preferred Qualifications

• Experience in SaaS, AI, data analytics, privacy/security, healthcare, government, or other regulated technology environments.
• Hands-on exposure to modern AI/LLM tooling such as LangChain, Langfuse, Polars, Julia, Claude Code, or similar AI-assisted development frameworks.
• Familiarity with building or supporting API-based services (FastAPI or similar).
• Experience with CI/CD pipelines, container orchestration (Docker Compose, Kubernetes), and production cloud deployments.
• Experience supporting enterprise software deployments and customer implementations.
• Experience collaborating with Data Scientists to deliver customer-specific analytical and AI use cases.
• Experience supporting enterprise customers across multiple global regions and cultures.
• Experience in a startup or high-growth technology company.

Your First 90 Days

This role is designed so you can ramp up quickly and start delivering value early:

• First 30 days – Get to know our platform, deployment processes, and team; set up your environments; shadow customer deployments and support; and complete a first guided deployment in a test environment.
• By 60 days – Independently lead a customer deployment or upgrade, resolve support escalations with team guidance, and begin contributing to deployment automation, documentation, and runbooks.
• By 90 days – Own customer deployments end-to-end, act as a technical point of contact for assigned customers, and identify at least one concrete improvement to our onboarding, automation, or support processes.

Ideal Candidate

You enjoy working at the intersection of technology and customer success. You are comfortable switching between troubleshooting a deployment issue, discussing a customer's business objectives, assisting Data Scientists with project delivery, and collaborating with engineers on product improvements. You enjoy working with people from different cultures, industries, and regions, and you understand that successful customer engagements depend as much on communication, empathy, and collaboration as they do on technical expertise.

This Role May Not Be for You If…

• You prefer to specialize deeply in a single technology rather than work broadly across deployment, cloud, support, automation, and AI.
• You want a pure software-development role with little direct customer interaction.
• You're uncomfortable troubleshooting live issues across Linux, cloud, and networking environments.
• You'd rather not accommodate occasional meetings outside standard business hours to support international customers.
• You are looking for a narrowly scoped role with highly predictable, repetitive work.
• You are not located in Canada or not legally authorized to work in Canada.

How to Apply

To apply, submit your resume along with a brief note (a few sentences) describing a software deployment, onboarding, or operational process you automated: what the problem was, what you built, and the impact it had. Applications that include this note will be prioritized.