Mid Market Solutions Engineer, Director

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)