Solutions Engineer, Enterprise, West
Factory · San Francisco, CA
Extracted from the posting
Own customer success for enterprise accounts from pre-contract through pilot and conversion, including onboarding and developer training sessions. Provide technical support, resolve complex customer issues with engineering, and translate customer feedback into product improvements. Requires 3-4 years of technical experience and a Bachelor's degree in Computer Science, Engineering, or a related field.
About Factory
Our mission is to create a world where software builds and improves itself.
We build the platform for self-improving software development, helping the world's largest enterprise engineering teams turn their organizations into autonomous software factories. Customers including Nvidia, Blackstone, Royal Bank of Canada (RBC), Palo Alto Networks, Adobe, and T-Mobile run Factory to ship code, review PRs, run tests, and deploy continuously - getting smarter with every cycle.
In 2026, we raised $200M at a $5B valuation, bringing our total funding to over $400M. We are backed by world-class investors and operators including Khosla Ventures, Sequoia, Blackstone, Ali Ghodsi (CEO of Databricks), and Frank Slootman (Former CEO of Snowflake).
About the Role
Factory is looking to hire an Enterprise Solutions Engineer to play a crucial role in ensuring customer success and enhancing our product experience.
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.
