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Factory

Mid Market Solutions Engineer, Director

Factory San Francisco, California, United States · $210K/yr

Software Development · 51-200 employees

Yesterday
solutions-engineer Mid (2-5 yrs) Full-time United States
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About the role

The Solutions Engineer manages the full customer lifecycle from pre-contract engagement through pilot implementation and production conversion. They also serve as a technical liaison between customers and internal engineering teams to optimize product usage and resolve technical issues.

What they look for

Solutions Engineering Technical Training Product Integration Customer Lifecycle Management System Performance Monitoring Technical Support Requirement Analysis Cross-functional Collaboration Product Enhancement Data Analysis

Requirements

Candidates must have at least three years of experience in solutions engineering following the acquisition of a Bachelor's degree in Computer Science, Network Engineering, or a related field. The role requires an on-site presence in San Francisco and the ability to travel 15% of the time.

Full description

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)

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