Solutions Engineer - Customer Success

<img src="https://we-work-remotely.imgix.net/logos/0083/6659/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Boulder, CO <br /><strong>URL:</strong> <a href="https://newlawbusinessmodel.com">https://newlawbusinessmodel.com</a> </p> <div class="sc-1fwbcuw-0 csQwOv"> <div> <p>For over 10 years, <strong>New Law Business Model (NLBM)</strong> has been on a mission to liberate lawyers from outdated, soul-crushing practice models. We provide the heart-centered framework—Life &amp; Legacy Planning®—and the high-octane membership products required to build thriving, relational firms. With a community of 800+ Personal Family Lawyer® firms nationwide, we leverage elite AI and automation to amplify humanity, delivering the practical education, tools, and "done-for-you" systems lawyers need to reclaim their time and build a lasting legacy. We obsess over real-world outcomes, not just vibes, to ensure our members move from survival mode to true flourishing.</p> <h3><strong>The Mission</strong></h3> <p>This Solutions Engineer role independently troubleshoots, maintains, and improves the technology and systems that power Accelerator. You’ll investigate complex technical problems, determine root causes, test and implement solutions, document the work, explain technical concepts clearly, and help create repeatable solutions that reduce recurring issues over time.</p> <p>&nbsp;</p> <p>You are a systems navigator, technical troubleshooter, educator, and client advocate who gets the details right while meeting overwhelmed users with patience and clarity.</p> <p>&nbsp;</p> <p>This role requires ownership, curiosity, patience, and a genuine desire to help people succeed—not simply close tickets.</p> </div> </div> <h2 class="sc-1npqnwg-4 sc-1npqnwg-5 sc-1f4pjtc-0 sc-1f4pjtc-1 gPnNSH custom-css-style-job-requirements">Job requirements</h2> <div class="sc-1fwbcuw-0 csQwOv"> <div> <h3><strong>What You’ll Do</strong></h3> <h4><strong>Pillar 1: Member Support, Troubleshooting &amp; Education</strong></h4> <ul> <li> <p>Own complex technical troubleshooting from discovery through resolution, including root-cause analysis, testing, implementation, documentation, and follow-through.</p> </li> <li> <p>Meet members where they are technically, turning complex issues into clear, approachable guidance through Loom, email, phone, or whatever channel works best.</p> </li> <li> <p>Help members understand not just what to do, but why it matters, so they feel confident handling similar situations in the future; coordinate with external partners and maintain full accountabi