Introduction 

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

Job Summary

The Principal Applied AI Engineer will lead the development of internal AI capabilities that empower teams across Poppulo to work faster, smarter, and securely. This role partners with business leaders, engineers, and IT teams to identify high-value opportunities for AI and translate them into practical solutions including GPT assistants, AI agents, and automated workflows while protecting company data, customer trust, and regulatory compliance.

Reporting to the Chief Information Security Officer, this position focuses on driving internal AI innovation effectively and safely across the organization.

The ideal candidate combines strong AI skills & security engineering with a passion for turning cutting-edge AI capabilities into real outcomes.

Primary Responsibilities

• Define the technical direction and implementation standards for internal AI solutions, ensuring consistent, secure, and scalable adoption across teams.
• Provide technical leadership across internal AI initiatives by evaluating solution approaches, guiding technical decisions, and balancing business value, feasibility, and risk.
• Lead the design and deployment of internal AI solutions such as GPT assistants, AI agents, integrations, and automated workflows.
• Implement technical controls, monitoring, and safeguards for AI-enabled systems.
• Develop integrations between AI systems and enterprise platforms including internal tools, knowledge bases, and business applications.
• Partner with business teams to identify and deliver AI solutions that improve productivity and operational efficiency.
• Work with Security, Privacy, and Legal teams to ensure AI solutions align with internal policies, compliance requirements, and regulatory standards.
• Collaborate with IT, Engineering, and DevOps teams to ensure AI solutions are reliable, secure, and scalable.

Leadership Responsibilities

Although this role is an individual contributor, the Principal Applied AI Engineer will:

• Be a technical advisor to the CISO and business leaders on AI capabilities and risks.
• Encourage experimentation and innovation while ensuring AI solutions are deployed with appropriate safeguards.
• Foster cross-functional collaboration between IT, Security, Engineering, Product Development, and business units.

Qualifications

• 8+ years of experience in AI engineering, or machine learning engineering.
• Hands-on experience designing and implementing AI security controls and guardrails, including mitigation of prompt injection, data exfiltration risks, output validation, monitoring and access control for AI systems.
• Experience designing and deploying AI assistants, GPT-based tools, or agent-driven workflows integrated with enterprise systems or internal data.
• Strong experience securing and integrating APIs, MCP, automation frameworks, and enterprise systems.
• Experience working with AI model platforms or APIs such as OpenAI, Anthropic, AWS Bedrock, Azure OpenAI, or similar technologies.
• Experience building systems within cloud environments (AWS, Azure, or GCP).
• Ability to translate business requirements into scalable AI solutions while considering speed, security, reliability, and enterprise operational needs.

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self
  We show up authentically, are self-aware and always strive to be better.
• See it. Own it. Solve it.
  We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.
• Together We’re Better
  We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, the UK and India.

Poppulo is an equal opportunity employer.

We are committed to protecting your privacy. For details on how we collect, use, and protect your personal information, please refer to our Job Applicant Privacy Policy.

About the Role

The ideal candidate will be naturally collaborative, articulate, extremely organized, have a solid technical understanding of Veeam products, and motivated by maximizing customer success and outcomes. Soft skills combined with technical skills are key in this role. As a Senior Customer Success Engineer, you are the primary technical owner driving long-term customer outcomes across the Veeam Data Platform. You’ll lead onboarding, adoption, and optimization; proactively identify churn risk, migrations, and upsell opportunities; and apply deep disaster recovery and resilience (DR&R) expertise to conduct recovery simulations, DRMM assessments, and quarterly resilience reporting for measurable customer value.

What You’ll Do

• Configure customer accounts; customize backup policies and storage; facilitate onboarding; orient stakeholders; walk through admin portals; introduce support channels.
• Identify migration opportunities; analyze usage and environment; conduct success planning and strategy sessions; align business outcomes with product adoption.
• Conduct assessments; build protection plans; recommend software products and architectures across the Veeam Data Platform.
• Run recovery simulations; apply the Veeam Data Resilience Maturity Model (DRMM) to track and report resilience posture; deliver quarterly resilience reports.
• Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights.
• Build business cases; define TCO; articulate value propositions for expansion; schedule checkpoint reviews with stakeholders.
• Engage CISO/CIO stakeholders with clear risk, status, and opportunity updates; support context for executive discussions and roadmap alignment.
• Collaborate on marketing-informed campaigns and plays to drive adoption and expansion.
• Operate with a long-term account assignment model tied to ARR and growth potential, typically covering 5–50 Enterprise and Commercial-Named accounts with $100K+ ARR.
• Own the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal terms in partnership with Sales and CS leadership.

What You’ll Bring

• 5+ years in customer-facing engineering roles focused on data backup and recovery (e.g., Technical Consulting, Pre-Sales SE, Technical Account Manager); this is a mid-level role.
• Hands-on expertise across operating systems, virtualization, storage, scripting/automation, cloud platforms, and DR&R best practices.
• Strong experience designing and executing protection plans, migrations, and recovery simulations; familiarity with Veeam platform capabilities is a plus.
• VMCE certification required (may be completed post-hire within an agreed timeframe).
• Preferred industry certifications: AWS Solutions Architect (Associate/Professional), Microsoft Azure Administrator or Solutions Architect Expert
• Proven ability to translate business outcomes into technical adoption roadmaps and measurable value.
• Executive stakeholder engagement skills (CISO/CIO) with the ability to synthesize technical, business, and risk signals into clear recommendations.
• Excellent communication, cross-functional collaboration, and stakeholder management skills.

What You’ll Get 

• 18 paid vacation days, plus three global VeeaMe Days for self-care and 24 volunteer hours annually 
• Private medical coverage for you and up to four dependents 
• Life, accident, and disability insurance with enhanced coverage 
• Wellbeing allowance for physical and mental wellness 
• Free confidential counselling and coaching via Employee Assistance Programme (EAP)
• Meal, fuel, and transportation benefits based on work arrangement 
• Daycare reimbursement and safe cab facility for eligible employees 
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program 

#LI-TR1

About the Role

Position Overview: 

We are looking for a Director who can bridge the gap between high-level business outcomes and deep technical execution. You will lead our global CSM and Service Delivery teams, ensuring that our largest enterprise clients don’t just "use" our software, but fundamentally harden their security posture because of it.

This is a high-impact, hybrid leadership role. You will be responsible for the entire post-sales lifecycle - from the first mile of implementation to the long-term expansion of the account. Most importantly, you will be the Executive Technical Sponsor for our Tier-1 global accounts.

Key Responsibilities

• Strategic CISO Advisory: Lead Executive Business Reviews (EBRs) that skip the fluff. You must be capable of discussing threat actor trends, threat landscape reports, regulatory compliances, and risk mitigation strategies with C-suite stakeholders.
• Customer Success Management
• Unified Success Strategy: Design and execute a worldwide CSM playbook that prioritizes technical health, feature adoption, customer engagement, and gross/net retention.
• Team Leadership: Recruit, mentor, and scale a world-class team of technically-inclined CSMs and Implementation Engineers.
• Reporting and Metrics: Establish and track key performance indicators (KPIs) to measure the success of customer success initiatives and report on customer health and satisfaction. Lead and conduct business reviews.
• Global Service Delivery
• Manage the global service delivery team for all of CloudSEK’s service lines - Customer Onboarding, Product Support, Co-manage and Takedowns.
• Restructure/expand the team and implement standard ITSM processes to support CloudSEKs rapid global growth.
• Deliver key operational metrics for identifying areas of improvement and decision making.
• The Bridge: Act as the primary feedback loop between our largest customers and our Product/Engineering teams. You aren't just passing on "feature requests"; you are translating operational pain and customer business value into product requirements.

Requirements

• Cybersecurity Pedigree: 15+ years in the cybersecurity industry. You likely started in the SOC or security engineering, leading into customer facing consulting roles.
• The CISO Whisperer: Proven track record of holding "value conversations" with CISOs. You understand their world: budget constraints, board reporting, and the constant pressure of "not becoming a headline."
• Technical Depth: Deep knowledge of a variety of cybersecurity technologies and preferable in the External Digital Risk Protection and threat intelligence space.
• Service Delivery Leadership: Leadership experience in a high-growth SaaS environment, specifically managing both Success and Professional Services/Delivery.
• Operational Excellence: You live in the data. You know your NRR, GRR, and NPS/CSAT scores by heart and know which levers to pull to move them.

Why you will love it

• You won't be "just another leader." You’ll stay technically sharp while driving massive business growth.
• You’ll have the autonomy to redefine/build a global function.
• You’ll be working on a product that actually stops the "bad guys", not just one that generates more noise.