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Factory is seeking a Mid-Market Solutions Engineer, Director to lead the full customer lifecycle from pre-contract engagement through pilot implementation and production deployment. This role bridges customer success and technical delivery, ensuring seamless adoption of Factory's products.
Key responsibilities include:
- Lead and conduct technical onboarding and training sessions for customer engineering and development teams, covering product integration, configuration, and best practices.
- Analyze customer requirements and deliver tailored technical recommendations, selecting appropriate product features and configurations to optimize outcomes.
- Provide hands-on technical support by diagnosing and resolving customer-reported issues, escalating complex problems to engineering teams and coordinating resolution.
- Monitor customer usage metrics and system performance data to identify trends, evaluate product effectiveness, and recommend improvements.
- Collect and synthesize customer feedback and operational data to inform product enhancements and drive user experience improvements.
- Act as primary liaison between customers and internal engineering/product teams, translating business and technical requirements into actionable development tasks.
- Collaborate cross-functionally with engineering and product management to implement improvements and ensure timely solution delivery.
- Manage the complete customer journey, from initial engagement through pilot phases to full production adoption.
- Travel approximately 15% annually (domestic and international) to customer sites for technical training, requirements analysis, and on-site support (typically 2-day assignments).
Required qualifications:
- Minimum 3 years of post-degree solutions engineering experience
- Bachelor's degree (or equivalent) in Computer Science, Network Engineering, or related field
This is a full-time, in-office position (5 days/week) located in San Francisco, within walking distance of Caltrain.
