Solutions Engineer
Mid-level Solutions & Sales Engineering role at Factory. San Francisco · full-time · $210,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide customers from initial discussions through pilot launch and production adoption
- Run onboarding and teach customer engineering and development teams how to integrate and use products
- Assess requirements, recommend configurations, and troubleshoot reported issues, escalating complex cases to engineering
- Track usage and system performance to spot trends, assess effectiveness, and suggest improvements
- Turn customer needs and feedback into engineering work, coordinating with product and engineering through delivery
What you bring
- At least three years in solutions engineering after completing a relevant bachelor's degree or foreign equivalent
- A degree in Computer Science, Network Engineering, or a closely related field
- Willingness to travel to domestic and international customer sites for assignments of about two days
Who this fits
This role suits a mid-level solutions engineer who can support customers from pre-contract conversations through production adoption and work closely with engineering and product teams. You'll work in the San Francisco office five days a week, within walking distance of Caltrain. The role includes travel for customer training, requirements work, and on-site support.
From the employer
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)
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