Onboarding Specialist- Customer Enablement

Company Description

Thread provides an AI-powered workspace designed to empower Managed Service Providers (MSPs) as an AI Service Desk. By integrating chat, inboxing, automations, and AI, Thread ensures customers receive seamless support with fewer delays and frustrations. MSPs benefit from streamlined processes that allow them to focus on delivering strategic value, rather than being bogged down by inefficient systems. With Thread, businesses can efficiently handle more requests while improving customer satisfaction through innovative solutions.

Role Description

We’re looking for a Sales Engineer to be the technical backbone of our sales team.

You’ll partner closely with Account Executives to run high-quality demos, handle deep technical questions, and guide MSPs through evaluation. You’ll also lead security and compliance reviews for larger partners. This role requires both direct MSP industry experience and strong working knowledge of AI systems. You need to understand how MSP service desks operate today and how AI can transform them. You are the technical voice in the deal.

You help MSPs understand not just that Thread works - but exactly how it works in their environment, and why AI changes their service desk.

What You'll Do

Technical Demos

• Run live, product-first demos tailored to MSP workflows

• Show how Thread fits into real service desk environments

• Translate AI capabilities into clear, practical outcomes

Technical Evaluation

• Answer questions on integrations, APIs, and architecture

• Guide prospects through deployment and rollout

• Support partners through technical validation

Security & Compliance

• Lead security reviews and technical due diligence

• Explain data handling and system architecture clearly

Sales Partnership

• Partner with AEs to progress and close deals

• Remove technical blockers and improve win rates

Enablement & Feedback

• Train internal teams on product and AI positioning

• Bring structured feedback to Product and Engineering

What You'll Need

• MSP experience (service desk, PSA tools, or vendor ecosystem)

• Strong understanding of applied AI (automation, copilots, agents)

• Experience in a Sales Engineer or Solutions Engineer role

• Ability to run demos and handle technical objections

• Strong communication across technical and non-technical audiences

What Success Looks Like

• Higher close rates on technical deals

• Prospects clearly understand value and implementation

• Fast, confident handling of security reviews

• A more technically capable sales teamAbout the role

  Thread helps managed service providers deliver better service through AI-enabled service-desk workflows. We are looking for an Onboarding Specialist who helps MSPs turn product access into sustained adoption and measurable customer outcomes. You will guide partners from discovery and configuration to safe production rollout, operational independence and ongoing value.

  This role supports Voice AI onboarding and broader technician enablement while helping build and deliver onboarding for Automagically as it progresses through beta and general availability. You will teach service teams how to identify appropriate automation opportunities, validate workflows, manage change and demonstrate outcomes-not simply complete a checklist or attend a training session.

  What you will own

  • Translate partner goals, service-desk workflows, PSA environment and readiness into a mutual onboarding plan with measurable value milestones, named owners and a clear handoff.

  • Guide implementation and adoption for Voice AI and service automation: configuration, integrations, routing, workflow validation, phased rollout and troubleshooting within approved scope.

  • Facilitate practical onboarding cohorts, workshops, office hours and role-based training for admins, service managers, dispatchers and technicians; verify they can apply the workflows independently.

  • Help partners select high-value, appropriate Automagically use cases, validate production runbooks and escalation paths, and move from specialist-assisted setup toward confident everyday use.

  • Build and improve reusable implementation guides, learning paths, workflow templates and documentation in collaboration with Product, Support and Product Marketing.

  • Use product and customer evidence to identify stalled adoption, investigate the cause, coordinate a recovery plan and measure whether the intervention worked.

  • Maintain accurate implementation evidence and customer outcome records; close the loop on recurring friction with Product and Engineering instead of masking it through repeated manual work.

  • Deliver a clean handoff to the CSM with operational ownership, demonstrated user capability, known risks, baseline/outcome evidence and next adoption milestones.

  What success looks like

  Partners reach a verified first production result sooner, sustain meaningful use after onboarding, and can operate their agreed workflows without recurring specialist dependence. They can explain the service outcome they achieved, and the evidence supports the claim. Safety, trust and quality are preserved as adoption expands.

  Essential capabilities

  • Practical MSP service-desk experience: ticket lifecycle, dispatch, escalation, technician responsibilities and PSA-driven workflows. Direct experience at an MSP or Thread partner is strongly preferred.

  • Demonstrated customer implementation, technical onboarding, support or service-operations experience (2+ years, or equivalent hands-on evidence).

  • Ability to translate a business goal into a repeatable workflow, teach it clearly to technical and non-technical audiences, and manage multiple partner implementations with sound prioritization.

  • Comfort with integrations, permissions and structured troubleshooting; ability to test safely, recognize limits and escalate with actionable evidence.

  • Strong writing and facilitation skills, an ownership mindset, and curiosity about why customers do or do not adopt a product.

  • Ability to distinguish activation, sustained adoption, automation activity and verified resolution; use data honestly and protect customer information.

  Preferred skills

  Prior workflow automation, M365, PowerShell/runbook review, telephony routing/IVR/SIP, and ConnectWise, Autotask or HaloPSA experience are useful differentiators. Deep software engineering or enterprise architecture is not a prerequisite; advanced work has a Solutions Architect/Product escalation path.