Note: The job is a remote job and is open to candidates in USA. Armada is a leading hyperscaler for edge AI, providing modular AI infrastructure globally. The Senior Customer Solutions Engineer, Edge AI will be responsible for ensuring the technical success of Atlas customers in North America, focusing on platform adoption, optimization, and building strong relationships with customer teams.
Responsibilities
- Serve as the primary technical point of contact (L1) for assigned Atlas accounts
- Own the short- and long-term technical success and health of assigned accounts
- Build trusted, durable relationships with customer engineering, IT, platform, and operations teams
- Act as the customer’s advocate inside Armada for platform improvements and roadmap alignment
- Serve as the primary technical escalation contact and drive issues to resolution
- Collaborate with AEs to co-deliver QBRs and technical governance reviews
- Drive deep adoption of Atlas capabilities including monitoring, lifecycle management, governance, and automation
- Help customers integrate Atlas into existing workflows, tooling, and operational processes
- Identify usage gaps and friction, and guide customers from initial usage into advanced, production-grade operating patterns
- Identify applications to integrate into Marketplace and drive that integration
- Co-create enterprise integrations with customers using Atlas webhooks and APIs to connect Atlas into their existing systems and automation
- Support customers to self-onboard assets such as SD-WAN, drones, and cameras
- Help large customers manage high asset counts by co-creating account structures, groups, and hierarchies that give the right users the right assets while restricting unneeded visibility and access
- Train new users and share asset-management best practices
- Accelerate time-to-value by prioritizing high-impact Atlas use cases
- Move customers up the adoption maturity ladder — from activating, to established, to expanding — while keeping the account healthy
- Track, quantify, and communicate realized value through structured reviews and health checks
- Build and continuously drive Joint Success Plans (JSPs) as the framework for value delivery, aligning Atlas capabilities to customer objectives, KPIs, and success criteria
- Use the JSP as the system of record for priorities, milestones, and risks, reviewing it regularly with customer and Armada stakeholders to inform adoption strategy and expansion planning
- Surface risks, dependencies, and blockers early and drive resolution with clear ownership
- Surface and qualify commercial expansion signals that emerge as adoption deepens — additional users or departments, environments, sites, or new needs such as edge compute — and hand them to the Customer Engineer and AE with the technical context to pursue them
- Partner with the Customer Engineer, Sales, and Customer Success leadership on expansion planning, grounded in the Joint Success Plan
- Provide technical validation and guidance for Atlas-driven growth, without owning the commercial motion
- Act as a technical leader for North American Atlas accounts, modeling strong adoption and engagement practices
- Mentor (junior) Customer Solutions Engineers and delivery engineers as the region and Atlas customer base scales
- Contribute to adoption playbooks, success-plan templates, and repeatable best practices for Atlas environments
- Monitor platform health, usage trends, and operational signals across assigned accounts
- Proactively identify risks, misconfigurations, or adoption challenges before they impact customers
- Coordinate with Support, Engineering, and Product teams to resolve issues efficiently and feed learnings back into platform development
- Ensure customers operate Atlas in a secure, stable, and scalable manner
- Support customers in aligning Atlas usage with security, access control, audit logs, and governance expectations
- Operate confidently within US and Canadian data residency, sovereignty, and security requirements relevant to Atlas deployments
- Partner with customer security and compliance teams, and support security reviews and audits in regulated and sovereign environments
- Maintain disciplined operational hygiene, documentation, and access management across customer environments
- Partner tightly with Customer Engineers (Sales Engineers) as their post-sale counterpart — taking technical context at hand-off and feeding adoption insight and qualified expansion signals back to them
- Work closely with Support and delivery teams that assist customers through largely self-service Atlas onboarding
- Partner with Product and Engineering to provide structured feedback based on real customer usage
- Collaborate with regional GTM and Customer Success teams to ensure a consistent customer experience
Skills
- 8+ years of experience in technical account management, customer success engineering, platform engineering, solutions engineering, or SRE-adjacent roles
- Strong experience supporting enterprise SaaS platforms in production environments
- Deep understanding of cloud platforms, distributed systems, and operational tooling
- Proven ability to own the full customer technical lifecycle post go-live and to build and drive Joint Success Plans tied to measurable outcomes
- Ability to explain complex technical concepts clearly to both hands-on engineers and C-suite stakeholders
- Comfort reading usage and health telemetry to prioritize work and guide customer decisions
- Clear, confident written and verbal communication skills
- Willingness to travel across North America (~25%) for customer engagements
- Experience supporting control planes, management platforms, or observability tools
- Familiarity with Kubernetes, distributed infrastructure, and hybrid cloud and edge environments
- Experience with IoT, connected-asset fleets, edge infrastructure, or asset/fleet-management platforms
- Exposure to regulated or sovereign customer environments, including data localization and compliance requirements
- Experience driving adoption, value realization, and expansion for enterprise SaaS products
- Solutions architecture or pre-sales engineering background, with the ability to translate customer requirements into adoption and operating plans
- Comfort operating with ambiguity and owning outcomes end to end in a fast-moving, high-growth environment
Benefits
- Equity
- Subsidized benefits (details available upon request)
- Medical, dental, and vision (subsidized cost)
- Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA)
- Retirement plan options, including 401(k) and Roth 401(k)
- Unlimited paid time off (PTO)
- 14 paid company holidays per year
Company Overview