Solutions Engineer @ Clarus WMS
Clarus WMS is modern warehouse management software built for fast-moving logistics operations. We're growing quickly and the Solutions Engineering team is the bridge between our product and the people using it every day.
We use AI in the way we operate, not as a buzzword, but as a genuine lever for doing better work faster.
You'll be working with a team that uses AI to capture knowledge, review content, and help customers get answers. You'll be expected to use those tools too.
This is the entry point into a team with a genuine career path. You won't be doing the same job in two years.
The Opportunity
You'll be the first point of contact for Clarus customers, handling live chat, resolving inbound support tickets, and making sure customers get fast, accurate answers. That's the core of the role and you'll get good at it quickly.
But this isn't just a support queue. As you build your product knowledge, you'll start picking up solutions work, implementation support, configuration queries, and more complex customer problems. The pace at which that happens depends on you.
You'll also play an important role in how the team learns. When you spot a gap in the knowledge library,
something a customer asked that should have an answer and doesn't, you flag it. That gap becomes content. Your curiosity about what you don't know is genuinely valuable here.
This is not a "close tickets and move on" role.
Job Requirements
What We're Looking For
- Some experience in a customer-facing support or service role, software background not required but
you need to be comfortable solving problems under pressure
- Clear written communication, you'll be handling live chat and email and quality matters
- Genuine curiosity about how software works, you'll be learning a complex product and need to enjoy
that process
- Comfortable saying "I don't know" and knowing what to do next, escalating well and flagging gaps
clearly is a core skill here
- Organised and reliable, responses sent, cases logged, follow-ups done
- Quick to pick up new tools and ways of working
- Most importantly, enthusiasm for getting things right, a low ego about asking for help, and the ambition to grow quickly into more complex work
Job Responsibilities
What You'll Do
First-Line Customer Support
- Handle live chat and inbound support tickets as the first point of contact
- Resolve common queries quickly and escalate clearly when something needs senior input
- Build the instinct to know what you can handle and what needs passing on
Knowledge Gap Flagging
- Flag gaps in the knowledge library clearly and specifically when a customer asks something that isn't covered
- This is a structured part of the role, not just a suggestion
Growing into Solutions Work
- Pick up implementation and configuration tasks progressively as your product knowledge develops
- Always with support from seniors and the Lead around you
Using the Knowledge Library
- Use the team's guides and walkthroughs as your primary resource before escalating
- Contribute to the library as your knowledge deepens
Job Benefits
Progression
Senior Solutions Engineer is the natural next step and for the right person that conversation starts at around 18 months. Progression is tied to product depth, content contribution, and the complexity of work you're able to handle independently. There's no waiting list. If you're ready, we'll move.
Why Join Clarus WMS?
You'll get genuine product depth and a real career path, not a holding pattern. The team around you is building something and you'll be building with them. As you grow, the work grows with you.
- Half-day Fridays
- Health Cash Plan covering dental, optical, physio, and more
- Salary Sacrifice schemes for Pensions, Nursery Fees, Electronics and Tech
- Retail, leisure, gym, and food and drink discounts
- Cycle to work scheme
- Regular socials and team events
Job Types: Full-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Sick pay
- Work from home
Application question(s):
- Are you located within commutable distance from Manchester?
- What is your salary expectation?
- What is your notice period?
Experience:
- Customer support: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Manchester M4 5AD
