Solutions Engineer / Technical CSM
🏔️ About Sierra Studio
When you apply to Sierra, you join an ecosystem. We specialize in connecting talented Brazilian professionals with exciting career opportunities in a highly-vetted small community of growing companies in the US. Applying to Sierra seamlessly integrates you into this ecosystem, granting automatic eligibility for all relevant opportunities we offer.
đź’Ľ About Our Hiring Partner
Our hiring partner is a fast-growing, fully bootstrapped SaaS company in the e-commerce space. They build loyalty, memberships, and cash back infrastructure exclusively for Shopify brands — helping online stores increase customer lifetime value and retention. The company is ~20 people, fully remote, and scaling quickly.
🛠️ About the Role
This is a technical, customer-facing role sitting at the intersection of solutions engineering and customer success. You'll work directly with Shopify brands using the platform — helping them get set up, succeed, and grow. It's not a traditional CSM role: you'll be expected to understand how the product works under the hood, troubleshoot integrations, and get into the weeds with customers when things get technical.
There are two tracks within this role, and we're open to both. You'll share your preference during the process:
⤷ Onboarding Track — You own the new customer journey end-to-end. You receive newly signed brands, understand their setup, and get them live on the platform. You're organized, process-driven, and love the feeling of a clean handoff.
⤷ Ongoing Support Track — You manage a book of active brands (~100–150). You're in their Slack channels, answering technical questions, jumping on calls when integrations break, and being the reliable person they count on. You're reactive by nature but strategic about it.
What You'll Do
Onboard new Shopify brands or manage ongoing relationships depending on your track
Troubleshoot technical issues: API calls, custom JavaScript, integration errors
Be the internal voice of the customer — flag patterns, suggest improvements
Collaborate with the engineering team when issues need escalation
Document solutions and build resources that reduce repeat questions
Help shape the customer success culture as the team grows
What We're Looking For
Experience in a customer-facing technical role — solutions engineering, technical CSM, implementation, or similar
Comfortable reading and writing basic code (JavaScript, API calls) — you don't need to be a full engineer, but you can't be afraid of a curl command
Experience with Shopify or e-commerce SaaS is a strong plus
Excellent written English — most communication is async, in Slack
Startup mindset: scrappy, collaborative, no ego, willing to jump in wherever needed
Self-directed — you manage your own book of business without hand-holding
Compensation
$3000–$6000 USD/month, depending on experience and track.
Contract type: CLT (Brazilian labor regime) via Deel Employer of Record.
Salary is communicated in USD equivalent and paid in fixed BRL via Deel (Employer of Record). Your salary in BRL does not fluctuate with the exchange rate — it is set at a fixed amount in local currency, per Deel EOR compliance.
Benefits
Payroll Cycle: Monthly
PTO: 30 days per year
Vacation Bonus (Adicional de FĂ©rias or Abono de FĂ©rias)
Employee receives 133% of their standard salary during vacation and is paid to employees with at least 12 months of service when they take vacation.
Sick Leave: 15 days
Annual 13th Month Salary Pay
National Public Holidays Off (variable by region): 12
Social Insurance (INSS) which includes
Healthcare
State Pension Fund - RGPS
Meal Voucher (via Flash BenefĂcios)
R$40 per business day, prorated based on days worked
Attendance Bonus (PrĂŞmio de Boa PermanĂŞncia):
R$110.00/month added to food card if employee has no absences that month
CBA/Union Bonus (Profit Sharing) Participação nos Lucros e Resultados (PLR)
R$351.60 a year. Employees with 12 months of service receive the full amount, otherwise it is prorated. Paid in March and August
Life Insurance