Mid Market Solutions Engineer, Director
Leads technical customer engagements from pre-sales through production adoption, including onboarding, integration guidance, issue resolution, and product feedback. Requires a bachelor’s degree in a relevant field and at least three years of solutions engineering experience.
About the job
Responsibilities
- Manage the full customer lifecycle from pre-contract engagement through pilot implementation, production conversion, and product adoption.
- Lead customer onboarding and conduct technical training for engineering and development teams on product integration and usage.
- Analyze customer requirements and provide tailored technical recommendations, including product features and configurations.
- Diagnose and resolve customer-reported technical issues; escalate complex problems to engineering and coordinate resolution.
- Monitor customer usage metrics and system performance data to identify trends, evaluate product effectiveness, and recommend improvements.
- Collect and analyze customer feedback and operational data to inform product enhancements and improve the user experience.
- Translate business and technical requirements into actionable development tasks for internal engineering teams.
- Collaborate with engineering and product management to implement product improvements and deliver solutions on schedule.
- Travel approximately 15% to domestic and international customer sites; assignments typically last about two days.
Requirements
- At least 3 years of post-degree experience in solutions engineering roles.
- Bachelor's degree or foreign equivalent in Computer Science, Network Engineering, or a closely related field.
- Ability to work in the office five days per week in San Francisco.
Skills
Solutions Engineering, Customer Onboarding, Technical Training, Product Integration, Requirements Analysis, Technical Support, System Performance, Data Analysis, Product Management, Customer Lifecycle Management
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