Technical Solution Engineer

Middleware Labs Inc.; India; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Middleware Labs Inc. is seeking a Technical Success Manager to drive customer satisfaction and success using their AI-driven observability platform. In this role, you'll engage in product demonstrations, provide technical support, and guide customers through onboarding. You should have over 3 years in a technical role within Cloud SaaS or observability, excellent communication skills, and an engineering degree. Middleware Labs Inc. values team members’ growth and offers a dynamic work environment.

Qualifications

• Minimum 3+ years in a technical role in Cloud SaaS or observability.
• 2+ years in product demonstration and customer onboarding.
• Proven ability to diagnose and resolve technical issues.

Responsibilities

• Engage for product demos and technical discussions.
• Serve as the primary technical contact for strategic accounts.
• Guide customers through the onboarding process.

Skills

Technical troubleshooting

Customer success delivery

Cloud architectures knowledge

Excellent communication skills

Product demonstration

Education

Engineering graduation (B.E, B.Tech, MCA)

Tools

Datadog

New Relic

Grafana

Job description

Middleware is a fast-growing and well-funded YC startup with a mission to help organizations gain insights and visibility into their complex systems and applications. Our AI-powered observability platform provides real-time monitoring and alerting, along with advanced analytics and reporting tools.

We are committed to the professional growth of our team members. We offer opportunities for advancement in sales, technical expertise, and leadership roles, supporting your long-term career development within a dynamic and innovative environment.

Skills and Responsibilities

• Product Demonstration: engage for product demos and technical discussions that showcase Middleware’s innovative solutions, helping you demonstrate your expertise and make a meaningful impact.
• Technical Success and Solutions: serve as the primary technical point of contact for strategic accounts, designing future-proof solutions and growth strategies.
• Customer Onboarding: guide customers through the onboarding process, assisting with platform setup, integration, and training to ensure a smooth adoption.
• Proactive Monitoring: monitor customer accounts for potential issues and proactively address any technical challenges to optimize their experience.
• Technical Troubleshooting: diagnose and resolve complex technical issues, working closely with the engineering team to ensure prompt resolution.
• Product Knowledge and Training: develop a deep understanding of our platform and keep up-to-date with the latest features and enhancements. Conduct training sessions and write comprehensive technical documentation to maximize customers’ product utilization.
• Customer Feedback and Advocacy: actively gather customer feedback, sharing insights with the product team to drive continuous improvement. Be a customer advocate within the company.
• Renewals and Upsells: collaborate with the sales team to identify upsell opportunities and serve as the technical expert as needed throughout the renewal process.

Qualifications and Experience

• Minimum 3+ years in a hands-on technical role in the Cloud SaaS or observability space as a Support Engineer, Software Engineer, Sales Engineer, or Technical Success Manager
• Minimum 2+ years of experience in product demonstration, POC (point of concept), onboarding customers, and implementation of the observability platform.
• Minimum 2+ years in a customer-facing role focused on troubleshooting and solution delivery
• Strong technical background with intimate knowledge of cloud architectures, containers, applications, and observability tools
• Excellent written and verbal communication skills, with experience translating complex technical topics to non-technical audiences
• Proven ability to accurately diagnose and resolve technical issues (bugs, error messages, etc) efficiently and effectively
• A passion for delivering exceptional customer experiences, engaging with customers, and driving customer success
• Ability to work collaboratively across cross-functional teams to achieve common goals
• Thrive in a fast-paced startup environment, comfortable adapting quickly to changing priorities
• Prior experience in selling APM, logs, or cloud-native monitoring platforms (Datadog, New Relic, Grafana, etc.) is highly preferred.
• Strong understanding of DevOps workflows, cloud infrastructure (AWS, GCP, Azure), containers (Docker/Kubernetes), and CI/CD pipelines.
• Comfortable working in U.S. time zones and collaborating remotely with distributed teams
• Must have an engineering graduation (B.E, B.Tech, MCA).