The Mission

Verkada is dedicated to leading the physical security world into the future with a customer-centric approach and takes pride in its excellent documentation, support, and sales engineering teams. But sometimes things go wrong.

The Critical Accounts Program (CAP) is our "last line of defense" when we are at risk of losing a relationship. As a CAP Smokejumper, you don’t just manage cases; you drop into and access high-stakes situations, marshall the resources needed to stabilize the client, and ensure they are happy before moving to the next mission.

Imagine a major hospital system goes live with Verkada, but a network configuration issue prevents their cameras from recording during a critical event. While others might see a ticket, a Smokejumper sees a partnership in jeopardy. You are the one who gets the call, jumps on a plane that evening, and walks into their command center the next morning to lead our engineers and their IT staff toward a solution.

How You’ll Serve Our Customers

• Rapid Incident Command: Take end-to-end ownership of escalated customer cases, driving swift, high-impact solutions to restore confidence.
• Executive Advocacy: Serve as the single point of contact for customer executives, providing transparent diagnosis and expedited problem resolution.
• On-Site Deployment: Be ready to travel at a moment’s notice to meet with customers face-to-face or perform in-depth on-site troubleshooting.
• Strategic Alignment: Coordinate across Engineering, Product, Sales, and Support to prioritize the fixes our customers need most.
• Insights for Growth: Translate customer pain points into actionable insights that influence the long-term product roadmap and strengthen long-term partnerships.

Who You Are

• Technical: You know “a lot about something.”  We don’t expect you to know networking or physical security in depth before starting, but whatever technology you worked with in the past, you know to a deep level.  For example, if you were in wide area networking, you know the nuance of how BGP and DNS work.  Or if you worked in storage, you know a lot about file systems.
• Proven Problem Solver: You have 3–6+ years of experience getting things done.  We’re less concerned about what, exactly, so much as that you have had a real impact.
• Calm Under Pressure: You have a demonstrated ability to manage high-level customers and mission-critical situations with composure.
• Detail-Oriented: You are highly organized and capable of managing multiple complex escalations simultaneously.

Why Join the CAP Team?

Joining the CAP team offers a unique impact where, in an established company of over 2,500 people growing very quickly, you will be "one of one", a specialist with a role unlike any other in the organization. You are joining a new team that has already seen significant success over the past year and is now expanding to meet the needs of our global customer base. In this role, you will develop senior-level decision-making and communication skills while working directly with Verkada’s top decision-makers. Ultimately, you will shine a light on the issues that matter most to ensure no customer is left behind, strengthening Verkada's most critical relationships.

Additional Information

You must be independently authorized to work in the U.S. We are unable to sponsor or take over sponsorship of an employment visa for this role, at this time.

The Mission

Verkada is dedicated to leading the physical security world into the future with a customer-centric approach and takes pride in its excellent documentation, support, and sales engineering teams. But sometimes things go wrong.

The Critical Accounts Program (CAP) is our "last line of defense" when we are at risk of losing a relationship. As a CAP Engineer, you don’t just manage cases; you drop into and access high-stakes situations, marshall the resources needed to stabilize the client, and ensure they are happy before moving to the next mission.

Imagine a major hospital system goes live with Verkada, but a network configuration issue prevents their cameras from recording during a critical event. While others might see a ticket, a Critical Accounts Engineer sees a partnership in jeopardy. You are the one who gets the call, jumps on a plane that evening, and walks into their command center the next morning to lead our engineers and their IT staff toward a solution.

How You’ll Serve Our Customers

• Rapid Incident Command: Take end-to-end ownership of escalated customer cases, driving swift, high-impact solutions to restore confidence.
• Executive Advocacy: Serve as the single point of contact for customer executives, providing transparent diagnosis and expedited problem resolution.
• On-Site Deployment: Be ready to travel at a moment’s notice to meet with customers face-to-face or perform in-depth on-site troubleshooting.
• Strategic Alignment: Coordinate across Engineering, Product, Sales, and Support to prioritize the fixes our customers need most.
• Insights for Growth: Translate customer pain points into actionable insights that influence the long-term product roadmap and strengthen long-term partnerships.

Who You Are

• Technical: You know “a lot about something.”  We don’t expect you to know networking or physical security in depth before starting, but whatever technology you worked with in the past, you know to a deep level.  For example, if you were in wide area networking, you know the nuance of how BGP and DNS work.  Or if you worked in storage, you know a lot about file systems.
• Proven Problem Solver: You have 3–6+ years of experience getting things done.  We’re less concerned about what, exactly, so much as that you have had a real impact.
• Calm Under Pressure: You have a demonstrated ability to manage high-level customers and mission-critical situations with composure.
• Detail-Oriented: You are highly organized and capable of managing multiple complex escalations simultaneously.

Why Join the CAP Team?

Joining the CAP team offers a unique impact where, in an established company of over 2,500 people growing very quickly, you will be "one of one", a specialist with a role unlike any other in the organization. You are joining a new team that has already seen significant success over the past year and is now expanding to meet the needs of our global customer base. In this role, you will develop senior-level decision-making and communication skills while working directly with Verkada’s top decision-makers. Ultimately, you will shine a light on the issues that matter most to ensure no customer is left behind, strengthening Verkada's most critical relationships.

Additional Information

You must be independently authorized to work in the U.S. We are unable to sponsor or take over sponsorship of an employment visa for this role, at this time.

What You'll Do

• Partner with leaders across: FLOPS (Finance, Legal, Operations, People and Supply Chain) and other key functions to address key business challenges – with a primary focus on People systems and technologies, data pipelines and infrastructure, and large-scale Security and IT initiatives
• Implement  best-practice solutions, including  process changes, configurations, and/or custom enhancements, to drive scalability and operational efficiency .
• Work with FLOPS engineers and stakeholders to design, build and implement engineering solutions as it pertains to FLOPS deliverables 
• Facilitate and lead cross-functional requirement sessions to elicit, document, and analyze business requirements to identify functional scope. Able to identify unspoken/ conflicting requirements and drive meaningful change even going against the grain (as needed).
• Prepare and review documentation for current processes, pain points, and assumptions for business systems and continuously identify opportunities that will streamline workflows and processes across all of our business systems and tools. 
• Draw from your experience to recommend changes in development, maintenance, and system standards that improves the team and our users’ experience while delivering long term scalability.
• Build lightweight technical solutions leveraging your skills with Python/JavaScript

What You Bring

• Bachelor's degree in MIS, CS, Finance or other technical/ analytical fields.
• Minimum 4 years of relevant business experience
• Basic SQL, Python, JavaScript and HTML required
• Basic understanding of UI/UX tools and Flowchart tools (ie. Figma/Lucidchart)
• Experience with designing and supporting integrations between business systems like Workday, Netsuite, Salesforce, 3PL’s, expense systems, etc
• Understand key processes across the entire employee lifecycle  
• Work ethic: You do what it takes to make a project go well. You are equally comfortable taking personal ownership for a task as delegating it.
• Ideal candidate is able to handle ambiguity and work effectively in a fast paced and fluid environment.
• Must be willing and able to commute 5 days in office (San Mateo, CA)

US Employee Benefits

Verkada is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to:

• Healthcare programs that can be tailored to meet the personal health and financial well-being needs - Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plans
• Nationwide medical, vision and dental coverage
• Health Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving options
• Expanded mental health support
• Paid parental leave policy & fertility benefits
• Time off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO and personal sick time
• Professional development stipend
• Fertility Stipend 
• Wellness/fitness benefits
• Healthy lunches provided daily
• Commuter benefits