Overview
ABOUT THE ROLE
Full job description
ABOUT THE ROLE Factory is hiring a Mid-Market Solutions Engineer with a strong software engineering foundation and a passion for customer success. Customer experience is paramount at Factory and reflects one of our core operating principles: Create Obsessed Customers. As a Mid-Market Solutions Engineer, you will partner with customer engineering teams from evaluation through adoption, helping them solve technical challenges and realize value from Factory. The role sits at the intersection of customers, engineering, product, and go-to-market. WHAT YOU WILL DO AND ACHIEVE
- Own the technical customer journey: Guide customers from pre-contract evaluation through pilot, onboarding, conversion, and continued adoption. Understand their goals, identify high-value use cases, and establish clear success criteria.
- Lead technical onboarding and adoption: Run training and enablement sessions for developers, helping them integrate Factory into their workflows. Recommend relevant features and best practices based on each customer’s technical environment.
- Diagnose technical issues: Investigate challenges across customer environments, repositories, integrations, and development workflows. Resolve issues directly or collaborate with engineering when deeper support is required.
- Improve the customer experience: Identify recurring friction and build scalable processes, resources, and product improvements that benefit future customers. QUALIFICATIONS
- Bachelor’s degree in Computer Science, Engineering, or a related technical field, plus 2-3 years of professional experience in software engineering, solutions engineering, technical consulting, implementation, or another customer-facing technical role.
- Strong understanding of software development fundamentals, including source control, development environments, debugging, testing, and modern engineering workflows, with the ability to read and troubleshoot code across different languages, frameworks, and technology stacks.
- Proven ability to identify, diagnose, and resolve complex technical issues in customer environments.
- Strong analytical skills and the ability to turn product usage, customer feedback, and technical observations into actionable insights.
- Excellent written and verbal communication skills, with the ability to explain technical concepts, build trusted customer relationships, and collaborate across engineering, product, sales, and customer success teams.
- High learning velocity, strong ownership, and a proactive approach to solving problems in a fast-moving startup environment. What Success Looks Like
- Customers complete onboarding quickly and confidently, and developers incorporate Factory into their daily workflows.
- Pilots have clear technical goals, measurable success criteria, and strong conversion paths.
- Technical blockers are identified early and resolved efficiently.
- Customer feedback reaches product and engineering teams in a clear, actionable form, leading to scalable improvements in the product and onboarding experience. This is an in-office position (5 days/week) in San Francisco (walking distance to Caltrain)
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