Senior Partner Solutions Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of launch readiness and comprehensive technical onboarding for designated partners.

• Oversee content ingestion, widget setup, prompt tuning, AI answer enhancement, and validation of embed codes.

• Showcase product features and customization possibilities while guiding partners through either self-service or bespoke setups.

• Execute internal and partner quality assurance to guarantee successful launches.

• Align technical launch schedules with partners, Engineering, and Strategic Partnerships.

• Assess signed-but-not-yet-active partners, evaluate their readiness, and identify any obstacles.

• Act as the first point of contact for partner-reported issues, replicating bugs and diagnosing problems related to widget installation, configuration, and AI answer quality.

• Manage technical support communications and uphold strong service level agreements (SLAs).

• Function as the technical intermediary between partners and the Engineering team.

• Proactively review partner configurations following console updates to detect any regressions.

• Assess and enhance AI answer quality, focusing on relevance, tone, formatting, suggested inquiries, and partner-specific behaviors.

• Collaborate on partner audits to pinpoint configuration deficiencies, engagement patterns, and areas for optimization.

• Implement configuration modifications that boost engagement performance.

• Develop and sustain internal records of onboarding statuses and configurations.

• Keep implementation guides, partner-facing playbooks, and product menus up to date.

• Document partner configurations, implementation choices, and troubleshooting methods.

• Serve as the internal expert on partner implementations.

• Identify recurring implementation issues and collaborate with Product, Design, and Engineering to enhance the platform.

• Work alongside Engineering on console feature launches while maintaining partner configurations.

⛳️ Requirements

• Proficiency with APIs, console logs, widget implementations, embed codes, and independent bug triage.

• Fundamental knowledge of generative AI and large language models (LLMs), including prompting, context, and how configurations affect AI outputs.

• Excellent communication skills when engaging with partners, including professional email correspondence and independently conducting partner calls.

• Highly organized with a strong commitment to SLA adherence.

• Capability to work independently while managing multiple partner issues concurrently.

• Preference for East Coast or Central working hours for EU partner support.

• Ideally, experience in Solutions Engineering, Implementation Engineering, Technical Account Management, Product Support, or Forward Deployed Engineering within a B2B SaaS or media tech environment.

• Preferably familiar with CMS platforms like WordPress and WordPress VIP, along with web publishing processes.

• Ideally experienced with content ingestion pipelines, structured data, or contemporary web publishing systems.

• Preferably experienced with AI-driven products, prompt tuning, or configuring AI-generated outputs.

• Applicants must provide authorization details; this role does not qualify for company sponsorship of a visa requiring a new H-1B petition, subject to the specified payment requirement.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career growth.

• Chance to work at the cutting edge of AI technology.

• A collaborative and innovative work environment.

• An opportunity to significantly impact the company's success.