Solutions Engineer

Responsibilities

• Own the technical customer journey: Guide customers from pre-contract evaluation through pilot, onboarding, conversion, and continued adoption. Understand their goals, identify high-value use cases, and establish clear success criteria.
• Lead technical onboarding and adoption: Run training and enablement sessions for developers, helping them integrate Factory into their workflows. Recommend relevant features and best practices based on each customer’s technical environment.
• Diagnose technical issues: Investigate challenges across customer environments, repositories, integrations, and development workflows. Resolve issues directly or collaborate with engineering when deeper support is required.
• Improve the customer experience: Identify recurring friction and build scalable processes, resources, and product improvements that benefit future customers.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• 1-2 years of professional experience in software engineering, solutions engineering, technical consulting, implementation, or another customer-facing technical role.
• Strong understanding of software development fundamentals, including source control, development environments, debugging, testing, and modern engineering workflows.
• Ability to read and troubleshoot code across different languages, frameworks, and technology stacks.
• Proven ability to identify, diagnose, and resolve complex technical issues in customer environments.
• Strong analytical skills and the ability to turn product usage, customer feedback, and technical observations into actionable insights.
• Excellent written and verbal communication skills, with the ability to explain technical concepts, build trusted customer relationships, and collaborate across engineering, product, sales, and customer success teams.
• High learning velocity, strong ownership, and a proactive approach to solving problems in a fast-moving startup environment.

Success Metrics

• Customers complete onboarding quickly and confidently, and developers incorporate Factory into their daily workflows.
• Pilots have clear technical goals, measurable success criteria, and strong conversion paths.
• Technical blockers are identified early and resolved efficiently.
• Customer feedback reaches product and engineering teams in a clear, actionable form, leading to scalable improvements in the product and onboarding experience.