Head of Technical Solutions

Role overview

Leadership and team operations

• Lead, hire, and coach distributed pre-sales Solutions Engineers and Forward Deployed Engineers.
• Set technical quality, customer judgment, and execution standards; provide direct feedback.
• Remain hands-on with discovery, proofs of concept, architecture and code reviews, and deployment debugging.
• Build operating cadence through OKRs, capacity planning, engagement reviews, and dashboards.

Enterprise pre-sales

• Own technical wins on Enterprise and Named deals with Account Executives through discovery, qualification, tailored demos, proofs of concept, and solution design.
• Create mutual close plans, map technical stakeholders and success criteria, and handle technical objections, security reviews, integration reviews, and RFP responses.
• Improve win rate and deal velocity through consistent technical coverage, pipeline hygiene, and win/loss reviews.
• Ensure timelines and scope are realistic and documented before signature; apply production-level rigor to trials and proofs of concept.

AI Agent deployment and services

• Productize standard Forward Deployed Engineering offers with clear scope, hours, deliverables, and success measures.
• Lead complex deployments involving custom actions, order, warehouse, and ERP integrations, multi-store rollouts, and bespoke customer-API builds.
• Own the pre-sales to post-sales technical handoff and coordinate with Implementation Managers and Customer Success Managers.
• Allocate capacity between new deployments and existing-account optimization based on revenue, churn risk, and automation upside.
• Drive automation, time to value, custom-action cycle time, churn, contraction, customer satisfaction, and resolution-quality outcomes.
• Own professional-services bookings, revenue, delivery costs, utilization, and gross margin.
• Set services pricing and packaging with Finance, Sales, and RevOps; manage rate cards, fixed-price packages, statements of work, and change requests.
• Train Account Executives to qualify and sell services; create playbooks and pitch materials with Product Marketing.
• Enable Implementation Managers and CSMs to handle standard configurations, basic custom actions, and first-line troubleshooting.

Scale and product leverage

• Turn custom builds into reusable templates, actions, playbooks, or product updates and reduce custom work per deployment over time.
• Use AI coding tools, agents, and evaluations to accelerate discovery, scoping, configuration, QA, and reporting.
• Bring enterprise-merchant feedback to Product and Engineering as prioritized roadmap requests.
• Represent Gorgias with enterprise leaders in strategic conversations and technical deep dives.

Who you are

• At least 10 years in solutions engineering, solutions architecture, forward-deployed engineering, professional services, or technical consulting; B2B SaaS experience is preferred.
• At least five years leading customer-facing technical teams, ideally across pre-sales and post-sales, with a record of hiring and developing technical staff.
• Proven leadership in complex six- and seven-figure enterprise deals, technical discovery, proofs of concept, and mutual close plans.
• Experience owning a professional-services P&L or substantial portion, including pricing, packaging, utilization, and gross margin.
• Experience productizing a technical deployment function and turning custom work into standard offers.
• Experience shipping LLM-powered agents, workflows, or integrations to production and testing them with evaluations and real data.
• Ability to write and review code in Python or JavaScript and TypeScript and work with REST APIs, webhooks, and SQL.
• Commercial judgment, clear customer communication, comfort with ambiguity, and willingness to document processes.
• Preferred: ecommerce or CX technology such as Shopify Plus, BigCommerce, Salesforce Commerce Cloud, Magento, helpdesks, OMS, or WMS.
• Preferred: AI customer-service or conversational-AI experience, or experience leading teams across North America, Europe, and Latin America.

Perks and benefits

• Five weeks of vacation, paid sick leave, and 16 weeks of paid parental leave.
• Health insurance, RRSP matching, and up to CAD $900 for a home workstation.
• Up to CAD $2,600 annually for learning materials, courses, training, and coaching.
• Company-wide online summits and annual team and company retreats.

Compensation

• Compensation range is CA$242,000 to CA$267,000; the description does not specify pay cadence.

AI at Gorgias