Mid Market Solutions Engineer, Director

Factory
San Francisco, CA
On-siteCareer-pivot friendly

Who this role is best for

Strong fit for candidates with technical integration experience who can manage customer relationships and collaborate across teams.

Best fit for

  • Candidates with experience in customer onboarding and technical training for development teams
    — “Lead onboarding processes, including conducting technical training sessions for customer engineering and development teams on product integration and usage.”
  • Candidates who can analyze customer feedback and metrics for product improvement
    — “Collect and analyze customer feedback and operational data to inform product enhancements and improve overall user experience.”

Things to consider

  • This role requires a significant in-office commitment in San Francisco, with no remote flexibility.
    — “This is an in-office position (5 days/week) in San Francisco (walking distance to Caltrain)”
  • Travel is a recurring part of the role, with assignments lasting about two days each.
    — “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.”

How to stand out

  • Highlight your ability to manage full customer lifecycles and translate requirements into solutions.
    — “Manage the full customer lifecycle from pre-contract engagement through pilot implementation and conversion to production use, ensuring successful adoption of company products.”
  • Emphasize your history of liaising between customers and engineering teams effectively.
    — “Serve as a liaison between customers and internal engineering teams by translating business and technical requirements into actionable development tasks.”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • successful customer onboarding
  • high customer satisfaction
  • product adoption
Typical background
solutions engineeringtechnical supportproduct management

Skills & requirements

Required

Technical TrainingCustomer Requirements AnalysisProduct IntegrationIssue ResolutionCustomer Feedback Collection

Preferred

Product Improvement RecommendationCross-functional Collaboration

About the role

Original posting from Factory via Ashby

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)

Source: Factory careers (Ashby)

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