Customer experience is paramount at Factory. We deliver exceptional experiences for our customers, which stems from one of our core operating principles: Create Obsessed Customers. By providing close support and fostering strong partnerships, we ensure our customers unlock the full potential of our products. As such, we are looking to hire a Solutions Engineer to play a crucial role in ensuring customer success and enhancing our product experience.

What you will do and achieve:

• Customer Journey Management: Drive end-to-end success for customers from pre-contract signing through pilot and conversion. Lead customers through onboarding, including training sessions with developers. Monitor and communicate the status and progress of customers to ensure their continued success.

• Proactive Customer Guidance: Understand each customer’s unique needs and provide tailored product recommendations and feature access to ensure they derive maximum value from our products.

• Technical Support: Address technical queries from customers and collaborate with the engineering team to resolve more complex issues as they arise.

• Data-Driven Product Insights: Harness customer data and feedback to drive transformative improvements in the product experience.

• Engineering Liaison: Act as a bridge between our customers and engineering teams, translating customer feedback into actionable product improvements and collaborating closely with internal teams to implement these enhancements swiftly and efficiently.

Qualifications:

• 3-4 years of experience with a technical background and demonstrated passion for customer success. A Bachelor’s degree in Computer Science, Engineering or a related field is required.

• Ability to quickly grasp new technologies and software development practices. Proficiency across the tech stack is highly valued.

• Proven ability to identify, diagnose, and resolve complex technical issues in customer environments, demonstrating exceptional problem-solving skills.

• Strong analytical skills, with the ability to engage in critical data analysis and derive actionable insights.

• Excellent communication and interpersonal skills, capable of fostering positive relationships with customers and working collaboratively across internal teams.

• A hunger for learning and a drive to continuously improve, both in terms of personal skills and the product’s value to customers. Must be motivated, proactive, and capable of thriving in a fast-paced, evolving startup environment.

• The team goes into the office 5 days a week in San Francisco (walking distance to Caltrain).