Solutions Engineer

What you will do

• Design and implement customer-specific solutions leveraging BigPanda's event ingestion, enrichment, correlation, and incident-sharing capabilities.
• Architect integrations between BigPanda and customer environments, including observability platforms, cloud services, ITSM tools, collaboration systems, and custom applications.
• Lead technical discovery sessions to understand customer environments, operational challenges, and business objectives.
• Deliver technical demonstrations, workshops, and proof-of-concepts that showcase the value of BigPanda's platform.
• Act as a trusted advisor to customers, helping them adopt best practices and identify new use cases that drive operational efficiency and business value.
• Collaborate closely with Customer Success and Professional Services teams to ensure smooth transitions from proof-of-concept to production deployment.
• Present technical and business value propositions to both technical and executive stakeholders, including SRE, NOC, IT Operations, and executive leadership teams.
• Gather customer feedback and market insights, partnering with Product and Engineering teams to influence roadmap priorities and product improvements.
• Support customers in troubleshooting integration, deployment, and adoption challenges.
• Develop and maintain technical documentation, integration guides, and solution architectures.

What skills and experience you’ll bring to BigPanda

• 4+ years of experience as a Solutions Engineer, Sales Engineer, Technical Consultant, Software Engineer, or similar customer-facing technical role.
• Experience working with enterprise SaaS platforms, preferably in AIOps, observability, monitoring, ITSM, ITOM, or incident management domains.
• Strong hands-on experience with AWS cloud platform.
• Experience designing and implementing integrations using REST APIs, webhooks, and modern integration patterns.
• Proficiency in JavaScript and TypeScript, with the ability to build prototypes, integrations, and automation workflows.
• Strong understanding of enterprise IT Operations, observability ecosystems, incident management processes, and operational workflows.
• Ability to translate complex technical concepts into clear business value for both technical and non-technical audiences.
• Excellent presentation, communication, and stakeholder management skills.
• Proven ability to lead customer-facing technical discussions and influence decision-making across multiple organizational levels.
• Consultative mindset with strong discovery skills, able to identify customer needs and propose tailored solutions.
• Experience collaborating cross-functionally with Sales, Product, Engineering, Customer Success, and Professional Services teams.

Nice to Have

• Experience with observability and monitoring platforms such as Datadog, Dynatrace, New Relic, Splunk, AppDynamics, or similar solutions.
• Familiarity with ITSM and incident management platforms such as ServiceNow, Jira Service Management, PagerDuty, OpenText, or similar tools.
• Understanding of CI/CD pipelines, change management processes, CMDBs, and service mapping concepts.
• Experience working with large enterprise customers in highly regulated or complex operational environments.
• Knowledge of AIOps concepts, event correlation, noise reduction, and automated incident response.