Solutions Engineer

Be essential at Cars Commerce At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, our reputation-based digital wholesale auction marketplace, Dealerclub, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry. No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challenge and Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable. But don't take our word for it. We are proud to be named one of Built In's 2026 Best Places to Work in Chicago and across the U.S. Ready to make your mark? Join a team that's driving real change in the automotive industry. As the primary technical contact, the Solutions Engineer delivers effortless support experiences by combining deep curiosity with technical expertise. Operating in a dynamic, high-volume environment across phone, message, and email channels, this role diagnoses customer needs to deliver immediate resolutions or facilitate smooth, warm handoffs to specialized internal teams. Solutions Engineer - Job Description Shift Information (Central Time) - Monday, Tuesday, Thursday, Friday 10-6pm and Saturday from 2pm-10pm The Solutions Engineer position provides the first-level of contact support to customers. With each interaction, Solution Engineers lead with a high level of curiosity to gain an understanding of customer support inquiries so that they can provide technical and/or service-based solutions that meet their needs. They are responsible for helping the organization create effortless support experiences that resolve inquiries in the moment and/or with warm handoffs to appropriate teams. Solution Engineers are required to develop positive rapport with both customers and internal partners to ensure customer success. They should feel comfortable and motivated by working in a high-volume contact center environment, and communicating seamlessly through phone, messages and e-mails. Education and Experience High School Diploma (or equivalent experience)  One (1) year of customer service or call center experience  Experience with Salesforce, Wordpress and/or Slack a plus  Experience in a support or service role within the Automotive, SaaS or MarTech industries is a plus Required Skills & Abilities Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication Quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up Present information in a clear and accessible manner  Effectively practice actively listen and provide support by questioning through curiosity to gain a full understanding of customer needs Familiar with internet browsers and settings, managing phone lines and basic e-mail functionality Ability to quickly learn technical products and functions with an interest in understanding software, retailing and marketing-based service solutions for the automotive industry  Quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers.  Comfortable and competent in handling high-tension situations both in written and verbal communication Ability to multi-task and use time effectively and efficiently Skilled in working with various web platforms, including Word Press Embraces change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry Work defined shifts as determined by leadership, including weekend and/or later shifts as assigned Job Duties / Responsibilities Intake technical product website support requests from customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums. Follow up and resolve customer requests and open cases for product support.  Resolve customer inquiries related to services or technology. Troubleshoot and resolve complex product-related issues.   Escalate more complex issues as needed to higher-level support teams and/or management; and de-escalate customers as needed.  Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.   Take a high rate of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s). Stay aligned with internal knowledge sharing, platforms and training processes to accurately answer customer questions and to maintain personal skills. Use advanced product knowledge to educate customers on product features or additional services to meet their needs. Support data maintenance and hygiene by ensuring accurate documentation of customer interactions and notes in all applicable systems.  Be a steward of our customer solutions by communicating process, system