Mid-Market Solutions Engineer: Customer Success Lead

Factory; San Francisco (CA); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

In-office 5 days/week

Job summary

Factory is seeking a Mid-Market Solutions Engineer with a solid software engineering background and a passion for customer success. You will guide customer teams from evaluation through adoption, solving technical challenges and delivering value from Factory.

This in-office role in San Francisco partners with engineering, product, and GTM teams to drive onboarding, pilots, and measurable outcomes while ensuring a great developer experience and strong customer relationships.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, plus 2-3 years of professional experience in software engineering or customer-facing technical roles.
• Strong understanding of software development fundamentals, including source control, development environments, debugging, testing, and modern engineering workflows.
• Proven ability to identify, diagnose, and resolve complex technical issues in customer environments.
• Excellent written and verbal communication skills to explain technical concepts and build relationships across teams.

Responsibilities

• Own the technical customer journey from evaluation through pilot, onboarding, conversion, and ongoing adoption.
• Lead technical onboarding and training for developers, recommending relevant features and best practices.
• Diagnose issues across customer environments and collaborate with engineering for deeper support when needed.
• Identify friction points and help scale processes, resources, and product improvements for future customers.

Skills

Software engineering

Customer-facing

Code reading/troubleshooting

Analytical skills

Communication skills

Ownership / proactive

Education

Bachelor's degree in Computer Science, Engineering, or a related technical field

Tools

Source control

Debugging tools

Testing frameworks

Job description

Factory is seeking a Mid-Market Solutions Engineer with a solid software engineering background and a passion for customer success. You will guide customer teams from evaluation through adoption, solving technical challenges and delivering value from Factory.

This in-office role in San Francisco partners with engineering, product, and GTM teams to drive onboarding, pilots, and measurable outcomes while ensuring a great developer experience and strong customer relationships.