2 months ago
Remote, WorldwideSenior
Base Salary
$150k - $300k/yr
Responsibilities
- Own all four adoption phases for a portfolio of enterprise accounts from post-deployment kickoff through renewal.
- Maintain customer-specific 30/60/90-day roadmaps and lead customer-facing meetings including enablement sessions, executive syncs, and QBRs.
- Engineer customer-specific integrations and prompts, track platform accuracy, identify failure modes, and debug adoption issues.
- Coordinate with engineering and product leadership to resolve platform issues and turn customer feedback into roadmap items.
- Drive integration of Traversal into customer OAR and compliance checklists so new services use it by default.
- Maintain enablement materials and contribute to the cross-account Slack community.
- Surface usage-based expansion opportunities and support customer renewal outcomes.
Requirements
- 5+ years of experience in a technical customer-facing role such as solutions engineering, solutions architecture, technical account management, or customer success engineering at an enterprise software or infrastructure company.
- Ability to read logs, understand distributed-systems failures, and assess why an AI agent produced an incorrect root cause.
- Ability to conduct both executive-level and engineer-level customer conversations while maintaining technical credibility.
- Experience driving adoption of a complex technical product with multi-stakeholder customers and changing how teams work.
- Strong written communication for leadership updates, enablement decks, and QBR narratives.
- Comfort with ambiguity and an early-stage, builder-oriented environment.
- Preferred experience in observability, AIOps, ITSM, incident management, SRE, or forward deployment engineering.
- Preferred experience with Slack-based enterprise workflows, ServiceNow, Splunk, consumption-based SaaS pricing, or selling to infrastructure and SRE teams.
- Exposure to prompt engineering or AI product configuration is preferred.
Benefits
- Full-time, in-person role in New York.
- Equity and health insurance.
- Fertility benefits, technology setup stipend, flexible time off, in-office snacks, team events, an annual company offsite, and dedicated collaboration time.
Tech Stack
Splunk
Categories
Solutions Engineering
