Senior Partner Solutions Engineer

About this role

ABOUT THE ROLE

ProRata's Gist Answers is an AI-powered answer engine that helps publishers deliver trusted, attributed answers to their audiences using licensed content. As we scale across a growing portfolio of media and publishing partners, we're hiring a Senior Partner Solutions Engineer to own the technical implementation and operational success of our partner ecosystem.

This role owns technical onboarding, content ingestion, widget configuration, issue triage, and post-launch technical support. You'll ensure partners launch successfully, remain technically healthy, and continuously deliver the best possible AI answer experience for readers through configuration, prompt tuning, relevance testing and ongoing optimization.

This is both a backfill and an investment in a critical function. The previous owner of this role was the invisible glue between partners and Engineering, managing partner-specific configurations, technical troubleshooting, documentation, and the operational processes that kept implementations running smoothly. We're looking for someone who can build on that foundation and help scale it.

The ideal candidate doesn't need to write code, but they are technical enough to diagnose configuration issues, navigate engineering conversations, and write clear, reproducible bug reports. Just as importantly, they're partner-oriented enough to communicate complex technical concepts simply, build trust with partners, and deliver an exceptional partner implementation experience.

As an early member of the Partner Solutions function, you'll help define the processes, tooling, and best practices that enable ProRata to scale its partner operations. Success in this role means partners launch on time, technical issues are resolved quickly, Engineering interruptions are minimized, and partner operations scale through repeatable processes.

WHAT YOU’LL DO

Partner Onboarding & Configuration

- Own launch readiness for assigned partners, ensuring all technical requirements are met before they go live with Gist Answers

- Own end-to-end technical onboarding for new partners, including content ingestion, widget configuration, prompt tuning, and AI answer optimization

- Present product capabilities and customization options, educating partners on optimal setup and launch best practices

- Guide partners through the self-service console or provide white-glove support by configuring widgets (corpus, style, colors, suggested questions, etc.)

- Identify opportunities to go above and beyond to deliver an exceptional launch experience (e.g. selecting widget colors that match a partner's brand)

- Conduct QA internally and with partners to ensure successful launches

- Create, test, and validate partner widget implementations and embed code prior to launch

- Coordinate technical launch timelines with partners, Engineering, and Strategic Partnerships to ensure smooth go-lives

- Triage signed-but-not-yet-live partners: assess readiness, identify blockers, and determine the right path forward in collaboration with the Partnerships team

Partner Support & Issue Triage

- Serve as first responder for partner-reported issues by reproducing bugs, validating AI answer quality, diagnosing widget installation and configuration issues, and resolving problems independently where possible before escalating to Engineering with clear, reproducible bug reports

- Own end-to-end partner communication around technical support; maintain strong SLAs so that partners never feel issues are falling through the cracks

- Serve as the technical liaison between partners and Engineering to resolve implementation and configuration issues

- Proactively spot-check partner configurations after console updates to catch regressions before partners notice

Partner Optimization

- Evaluate and optimize AI answer quality—including relevance, tone, formatting, suggested questions, and partner-specific behavior—to ensure each partner delivers the best possible reader experience, and recommend configuration improvements accordingly

- Collaborate with Data & Operations and Strategic Partnerships on periodic partner audits to identify configuration gaps, engagement trends, and optimization opportunities

- Work directly with partners to implement configuration changes that improve engagement performance

Process & Documentation

- Build and maintain internal sources of truth for partners’ onboarding statuses and configurations, intended for project tracking and cross-functional visibility

- Maintain onboarding materials: implementation guide, partner-facing playbook, and product menu (what’s available, how to configure it)

- Document partner configurations, implementation decisions, and troubleshooting procedures to improve consistency and scalability

Cross-Functional Collaboration

- Become the internal subject matter expert on partner implementations, routing issues to the appropriate teams and sharing implementation knowledge across Partnerships, Product, Design and Engineering

- Identify recurring implementation challenges and technical pain points, partnering with Product, Design and Engineering to improve the platform and reduce future support burden

- Collaborate with Engineering on console feature rollouts, ensuring partner configs are preserved

WHAT WE’RE LOOKING FOR

Must-Have

- Technical fluency: comfortable navigating APIs, interpreting console logs, validating widget implementations, understanding embed code, and triaging bugs independently before escalating to Engineering

- Basic understanding of generative AI and large language models (LLMs), including how prompting, context, and configuration influence AI-generated outputs

- Strong partner-facing communication: can write clear, professional partner emails and run partner calls independently

- Highly organized with strong SLA discipline (partners notice when things slip)

- Ability to work autonomously and manage multiple p

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