Merchant Success Engineer

We are looking for a Merchant Success Engineer (MSE) to partner with our Merchant Success Managers (MSMs) in ensuring our merchants get the maximum value from Fulfil. This is a new role, meaning we’re looking for someone who thrives in ambiguity, enjoys building from the ground up, and can adapt quickly as we refine processes and collaboration across teams. The MSE will play a critical role in shaping how this function operates, ensuring seamless integration with MSMs, Support, Implementation, and Product to drive meaningful impact for our merchants.

This role operates similarly to a Sales Engineer but on the post-sales side—helping merchants with complex technical challenges, workflow optimization, and deep product adoption. The MSE will work extensively in Salesforce, collaborate with Implementation and Integrations teams, and engage directly with merchants to solve high-impact issues. The ideal candidate is an ERP implementation expert with a strong background in eCommerce operations, supply chain and accounting.

Fulfilians tend to be a heterogeneous bunch, with different personalities, hobbies and interests but if there is one characteristic we look for in all of our hires it is curiosity. The people who want to learn and learn fast tend to do well here.

What You’ll Do:

• Partner with MSMs to provide deep technical expertise and strategic guidance to merchants.

• Own discovery and solutioning when a merchant issue requires a holistic approach beyond a support ticket.

• Independently assess and scope whether an issue requires a full adoption project.

• Draft and refine Scopes of Work (SOWs) for technical solutions, ensuring clarity and feasibility.

• Lead or support technical solutioning calls, working cross-functionally to drive merchant success.

• Proactively engage with strategic accounts to optimize workflows and increase product adoption.

• Recommend and implement workflow changes that drive adoption, stickiness, and value.

• Actively participate in onsite visits, sometimes traveling with MSMs or leadership to maximize merchant outcomes.

• Work closely with support, engineering, and product teams to troubleshoot complex merchant issues and provide product feedback.

• Build internal knowledge resources, including playbooks, documentation, and best practices to scale solutioning efforts.

• Ensure Salesforce is leveraged effectively for tracking merchant interactions and documenting solutions.

• Navigate stakeholder requests diplomatically, balancing merchant needs with Fulfil’s long-term strategy to avoid overcommitting.

Requirements

We’re Looking for Someone With:

• Strong ERP implementation background with hands-on experience in APIs, EDI, and integrations.

• Deep understanding of eCommerce operations, warehouse management, and supply chain workflows (not learned on the job).

• Customer-facing experience in roles such as Sales Engineering, Implementation, or Consulting.

• Experience working with Salesforce or similar CRM tools for documentation and tracking.

• Ability to collaborate with technical teams (Engineering, Integrations, Implementation) to drive merchant adoption and resolve complex issues.

• Exceptional stakeholder management and diplomacy skills—knowing how to set expectations, inspire confidence, and avoid overcommitting.

• Strong problem-solving mindset, able to break down technical challenges into actionable solutions.

• Experience leading technical discussions and translating complex concepts into clear, actionable strategies for merchants.

• Ability to work in a fast-paced environment, managing multiple projects while maintaining a high standard of execution.

• Comfort with ambiguity—as this is a new role, you should be flexible, proactive, and eager to refine and shape how this function operates.

About Us:

Fulfil helps high-growth, high-volume merchants simplify operations and scale for growth. With the rise in omnichannel commerce, Fulfil was founded with the simple idea that merchant operations need to be simplified in order to deliver amazing retail experiences. Fulfil enables businesses to turn their back office operations into an accelerator for growth by integrating order management, inventory management, warehouse management, vendor/supplier management, wholesale, manufacturing, financials, and customer service, into one seamless solution. We believe merchants should love their operations platform, and we work hard to make that happen every single day. Fulfil.io is a trusted solution for brands like EndySleep, Mejuri, Lie-Nielson Toolworks, and many more.

Fulfil is a technology company with offices in Toronto, Miami and Bangalore. The team is made up of people who want to feel challenged at work, be the best at their craft, and learn from one another. We come from different backgrounds and experiences, all passionate about the work we do, the team we do it with, and the customers we do it for. Join us in our journey to simplify operations and empower merchants around the world!