Solutions Engineer at Factory (San Francisco, CA)
Factory· San Francisco, CA·
Role details
Work type
Onsite
Employment
Full-Time
Job 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)
Why work at Factory
- Mission-Driven: The opportunity to "Build the tool you've always dreamed of using" and shape the next era of software engineering factory.ai.
- Talent Density: The company emphasizes being a "lean and talent-dense team" that values ownership and autonomy factory.ai.
- On-Site Culture: Employees work from physical offices five days a week, fostering deep collaboration. Offices are in San Francisco, CA; New York, NY; and London, England builtin.com.
- Comprehensive Benefits: Fully covered medical, dental, and vision insurance for employees; 401(k) and Flexible Savings Account; daily catered lunches and dinners; on-site gym; desk setup stipend factory.ai.
- World-Class Team: Opportunity to learn from and work alongside engineers from top AI and software companies (Nuro, Glean, Scale AI, MongoDB, etc.) and industry legends on the advisory board factory.ai.
- High-Growth Environment: The company is in a hyper-growth phase with significant funding, a rapidly growing customer base, and a clear market need.