Mid Market Solutions Engineer, Director
About the Role
Factory is looking for a Solutions Engineer to manage the full customer lifecycle from pre-contract engagement through pilot implementation and conversion to production use, ensuring successful adoption of company products.
What you will do and achieve
Lead onboarding processes, including conducting technical training sessions for customer engineering and development teams on product integration and usage.
Analyze customer requirements and provide tailored technical recommendations, including appropriate product features and configurations, to optimize customer outcomes.
Provide technical support by diagnosing and resolving customer-reported issues; escalate complex technical problems to engineering teams 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 overall user experience.
Serve as a liaison between customers and internal engineering teams by translating business and technical requirements into actionable development tasks.
Collaborate with cross-functional teams, including engineering and product management, to implement product improvements and ensure timely delivery of solutions.
Manage the full customer lifecycle from pre-contract engagement through pilot implementation and conversion to production use, ensuring successful adoption of company products.
Travel 15% of the year to domestic and international customer sites to collaborate on technical training initiatives, analyze customer requirements, and deliver on-site support with each assignment lasting approximately two days.
Qualifications
At least three years of experience in solutions engineering roles post-acquisition of a Bachelor’s degree or foreign degree equivalent in Computer Science, Network Engineering, or a closely related field.
This is an in-office position (5 days/week) in San Francisco (walking distance to Caltrain)